Senior Vice President of Agent Support

Job Summary

To enhance client support operations, the full-time Senior Vice President of Agent Support Enablement will design and implement tools and processes that empower support teams, collaborating with various stakeholders and focusing on continuous improvement in a remote environment.

Key responsibilities

• Develop and execute a comprehensive enablement strategy for support agents aligned with client experience goals
• Identify and implement platforms that enhance agent productivity and client satisfaction, leading vendor selection and integration efforts
• Collaborate with Learning & Development to design training programs that ensure agents are proficient in using tools and delivering high-touch service

Required qualifications

• 10 or more years of experience in client service, operations, or enablement roles within financial services, preferably wealth management
• Proven track record of leading large-scale technology implementations and change management initiatives
• Strong understanding of client support workflows, CRM systems, and digital engagement tools
• Exceptional leadership, communication, and stakeholder management skills
• Analytical mindset with experience using KPIs and client feedback to drive decisions