Director, Client Service Executive Manager

The Senior Vice President, Client Service Team Lead serves as a senior leader within MAS Client Service, combining people leadership, strategic service oversight, and direct client service management. This player/coach role is responsible for leading a team of Service Directors and Service Specialists while also maintaining personal ownership of assigned client relationships and taking an active leadership role in escalations and service matters affecting clients covered by team members.The role provides day-to-day leadership across the team, sets expectations for service quality and governance, and helps ensure a consistent, proactive, and scalable client service model across MAS. In parallel, the SVP acts as a senior point of accountability for key client assignments, supports complex client situations, and partners closely with Client Coverage, Enablement, Operations, Product, and Technology to resolve issues, improve service delivery, and strengthen the overall client experience.This role is expected to balance strategic leadership with hands-on execution, serving as both an experienced client service leader and a direct contributor to client coverage, issue resolution, and relationship management.Key Responsibilities
Lead, coach, and develop a team of Service Directors and Service Specialists responsible for strategic client coverage, day-to-day service execution, and operational follow-through.
Establish clear expectations across the team for client coverage, service governance, responsiveness, action tracking, escalation management, and client communication standards.
Maintain direct ownership of assigned client relationships, serving as the senior client service lead and point of accountability for those clients.
Build and maintain strong, trusted client relationships through regular engagement and a strong understanding of client business models, priorities, servicing needs, and operational objectives.
Take an active leadership role in complex client issues, critical service matters, and escalations affecting both personally assigned clients and clients supported by team members.
Support Service Directors and Service Specialists in resolving service challenges, prioritizing work, managing risk, and coordinating effective follow-up across internal partners.
Oversee the quality and consistency of service governance across the team, including service reviews, performance discussions, issue tracking, escalation routines, and follow-up on commitments.
Participate in and present during client steering committees, service reviews, and internal planning sessions to provide clear updates on client needs, service performance, escalations, risks, and overall client health, and to help align stakeholders on priorities, actions, and resolution strategies.
Monitor client health, operational performance, service trends, recurring issues, and risk indicators across the team portfolio to proactively identify concerns and drive remediation.
Ensure strong alignment between strategic client oversight and tactical day-to-day service execution by partnering across Service Directors and Service Specialists.
Coordinate closely with Client Enablement, Operations, Product, and Technology to ensure seamless support, strong communication, and timely resolution of client needs.
Represent the voice of the client internally and advocate for service improvements, workflow enhancements, and platform changes where needed.
Help define and reinforce service standards, governance routines, reporting expectations, and success measures across the Client Service team.
Contribute to client segmentation, coverage models, and assignment strategies to ensure effective and scalable client support.
Support preparation and oversight of client reporting, governance materials, documentation, service procedures, and client-specific reference materials.
Identify opportunities to improve service quality, scalability, responsiveness, and efficiency through standardization, process discipline, and technology-enabled solutions.
Promote a client-centric culture grounded in accountability, collaboration, responsiveness, and service excellence.
Support talent development, succession planning, and capability building across both the Service Director and Service Specialist populations.
Serve as a senior leadership presence within MAS Client Service, contributing to cross-functional planning, organizational design, and continuous improvement of the service model.
Preferred Qualifications / Skills
Significant experience in client service, relationship management, service delivery, or account management within financial services, preferably in asset servicing, investment operations, or related environments.
Proven leadership experience managing teams in client-facing, service-oriented, and execution-heavy environments.
Ability to operate effectively in a player/coach role, balancing direct client ownership with team leadership and oversight responsibilities.
Strong client relationship management skills and experience handling complex client situations and escalations.
Experience leading service governance, service reviews, operational oversight, and performance discussions.
Strong understanding of business-as-usual service operations, issue coordination, and cross-functional service delivery models.
Excellent verbal, written, interpersonal, and stakeholder management skills.
Strong problem-solving, decision-making, and risk identification capabilities.
Ability to influence outcomes across cross-functional teams without direct authority.
Strong organizational skills and ability to manage multiple priorities across leadership, client coverage, and escalation management responsibilities.
Experience building scalable service practices, coaching talent, and driving continuous improvement.
High level of accountability, sound judgment, and client-focus in fast-paced, high-visibility situations.
Success Factors
Builds a strong, aligned, and high-performing client service team across Service Directors and Service Specialists for assigned clients.
Maintains strong direct client relationships while ensuring effective oversight of the broader team portfolio.
Drives consistent service governance, high-quality execution, and proactive management of client health and service risk.
Leads complex issues and escalations with clarity, urgency, and accountability.
Strengthens coordination between strategic client leadership and day-to-day service execution.
Improves client satisfaction, responsiveness, operational consistency, and overall service quality.
Creates a scalable and disciplined service model that balances leadership, execution, and continuous improvement.

Work arrangement
Hybrid