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VP / Senior Director, Wealth Solutions Experience

2 weeks, 2 days ago
United States
Full-time
Lead
Operations Manager
Product Management
Load Balancing
Apply Now
Mercer Advisors

Mercer Advisors

Mercer Advisors provides comprehensive wealth management services, including financial planning, investment management, and family office solutions, aimed at simplifying and enhancing the financial lives of its clients through a holistic and customized...

Capital Markets
251-1K
Founded 1985
View All Jobs 26

Description

  • Own the end-to-end Tax client and advisor experience, including onboarding, delivery, communication, escalations, and key service moments.
  • Establish VOC/VOF listening posts and turn feedback into prioritized improvements.
  • Create and refine playbooks for onboarding, handoffs, escalations, and seasonal readiness.
  • Partner on Tax value proposition and go-to-market strategy for Ascend and Regis client segments.
  • Lead the Tax growth strategy by analyzing market trends, client feedback, competitive dynamics, and internal capacity.
  • Support inorganic growth and integration of acquired tax practices while preserving quality and client experience standards.
  • Redesign tax workflows to improve experience, quality, throughput, and operating leverage.
  • Build an operating system for Tax covering capacity planning, work segmentation, load balancing, SLAs, and ownership.
  • Establish operational telemetry, dashboards, KPIs, and review routines to track volume, cycle times, quality, bottlenecks, and productivity.
  • Drive AI, automation, and technology initiatives in partnership with Product/Technology, including roadmap development, requirements definition, adoption, and change management.
  • Align Wealth Solutions technology with broader Wealth Management delivery and ensure operational readiness for new tools and enhancements.
  • Serve as a senior cross-functional leader and escalation point across Tax, Wealth Management, Client Service, Product/Technology, and Operations.

Requirements

  • 10-15 years of progressive experience in business operations, strategy, or operational excellence within financial services or professional services.
  • Experience in a senior role such as COO, Chief of Staff, or an equivalent leadership position.
  • Proven success building, communicating, and executing business strategy from concept through delivery.
  • Track record of leading cross-functional transformations, growth initiatives, and new capability builds.
  • Strong ability to influence without authority and drive accountability across senior stakeholders and diverse teams.
  • Strong analytical skills to build and interpret operational metrics, diagnose constraints, and implement high-impact fixes.
  • Ability to lead through ambiguity and deliver results without a fully formed playbook.
  • Working knowledge of AI and automation as applied to professional services, with the ability to engage credibly with Product and Engineering.
  • Familiarity with VOC programs, journey mapping, and experience measurement frameworks.
  • Availability during standard business hours Monday through Friday from 8AM to 5PM, with occasional early or late hours as needed.
  • Experience in financial services or professional services is required; experience with tax, wealth management, or related client service operations is implied but not explicitly required.

Benefits

  • Base pay range of $175,000 to $210,000 USD.
  • Eligibility for incentive compensation through Mercer Advisors’ incentive compensation programs.
  • Company-paid basic life and AD&D insurance.
  • Company-paid short-term and long-term disability insurance.
  • Health benefits including Cigna medical plans, Kaiser plans in California, dental, vision, and HSA with company contributions.
  • 14 company-paid holidays, including a full week off at Thanksgiving, plus generous paid time off for vacation and sick days.
  • Paid parental leave of 8 weeks, adoption assistance, and family support benefits.
  • 401(k) retirement plan with Traditional and Roth options, company match, and after-tax contribution option.

Interested in this position?

Apply directly on the company website

Apply Now

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