Director, Client Service

Description

Summary

For over forty years, HarbourVest has been home to a committed team of professionals with an entrepreneurial spirit and a desire to deliver impactful solutions to our clients and investing partners. As our global firm grows, we continue to add individuals who seek a collaborative, open-door culture that values diversity and innovative thinking.

In our collegialenvironmentthat’smarked by low turnover and high energy,you’llbe inspired to grow and thrive. Here, you will be encouraged to build on your strengths andacquirenew skills and experiences.

We are committed to fostering an environment of inclusion that promotes mutual respect among all employees. Understanding and valuing these differencesoptimizesthe potential of both the individual and the firm.

HarbourVest is an equal opportunity employer.

This position will be a hybrid work arrangement. You will receive 18 remote workdays per quarter to use at your discretion, subject to manager approval. For example, you may choose to work in the office 4 days per week and take one remote day weekly (typically13 weeksper quarter), leaving 5additionalremote days to be used as needed.

The Manager, Client Service leads a high-performing team responsible for deliveringa consistent, high-touch client experience. This role combines day-to-day operational leadership with strategic contribution—owning service delivery, deepening client relationships, resolving sophisticated issues, and driving cross-functional initiatives that scale processes and improve quality. The Manager partners closely across the firm to ensuretimely,accurate, and compliant service across privatewealthchannelwhile contributing to departmental plans and continuous improvement.

The ideal candidateis someone who is:

• Client-centricleadership:motivates teams, sets clear expectations, andmodelsa service outlook.

• Operational rigor: process design, quality control, SLA management, and risk awareness.

• Problem solving & judgment: analytical, creative, andsolutions-focusedunder pressure.

• Collaboration & influence: consensus-building across Investor Relations, Operations, Product, Solutions, and Marketing.

• Data literacy & technology: comfortable navigating multiple platforms, building metrics, and using CRM dashboards.

• Coaching & talent development: structured feedback, career planning, and learning initiatives.
  

Whatyou willdo:

• Lead and develop a client service team: set goals, coach performance, build capabilities, and cultivate an inclusive, customer-centric culture.

• Be responsible fora defined client portfolio or service program, ensuring proactive communication,timelyresponses, and superior service for private wealth clients.

• Serve as the primary escalation point for sophisticated client issues; orchestrate cross-functional resolution and communicate outcomes to team members.

• Be responsible forday-to-day workflows, SLA adherence, quality control, regulatory requirements, and audit readiness for the team’s deliverables.

• Plan capacity,allocateworkload, approve training/tooling spendwithin budget parameters, and optimize teamutilization.

• Lead projects to improve processes, increase automation, and scale service delivery; represent the client service voice in initiatives.

• Establish benchmarks/dashboards, supervise performance, and insightstoleadership with recommended actions.

• Partner with Compliance and Operations to ensure controls are embedded in processes and that responses meet standards.

• Implement training, career development plans, and succession planning for teammembers;drive engagement and retention.
  

What you bring:

• Client-facing experience in asset management or financial services servicing private wealth clients and distributors, with dynamic responsibility in client operations/service; at least 3–5 years ofpeopleleadership.

• Shownsuccess leading private wealth client relationships and sophisticated service needs across products and regions.

• Proficient communication (written, verbal, presentation) and engagement with individuals across all levels.

• Shown familiarity with investment management and performance concepts; high comfort with quantitative analysis.

• Proficiencywith CRM platforms (e.g., Salesforce) and workflow/project management tools; ability to build and interpret dashboards and metrics.
  

Education Preferred:

• Bachelor of Arts (B.A) degree or comparable experience

• Bachelor of Science (B.S) credential or equivalent professional experience

• Master of Business Administration (MBA) or comparable experience
  

Experience:

• 8-10 Years of experience in client service management ideally in the wealth segment

• 3–5 yearsof peopleleadership experience.
  
  #LIHybrid

Salary Range

$131,000.00 - $183,000.00

This USD base salary range represents only one component of total compensation for this role and is provided in accordance with local requirements. This role is eligible for a discretionary annual bonus, which is determined based on individual and overall firm performance. In addition to salary and bonus, total compensation may include eligibility for long-term reward programs and a comprehensive total rewards package that may include retirement, health, insurance, paid time off, and wellness programs. Our total rewards offerings are influenced by several business factors, and eligibility for certain components will vary by position and geography. Please note the posted ranges do not apply outside the U.S. and should not be converted to other currencies as a proxy for compensation in other countries.