Director, Specialized Services

Company Description:

Ren, a distinguished leader in charitable giving for over three decades, supports major financial institutions and nonprofit organizations with cutting-edge technology and managed services. Our offerings encompass comprehensive administration, compliance, and expertise, empowering the efficient management of large-scale philanthropic programs.

Position Description:

The Director of Specialized Services assumes responsibility for guiding and supervising the family office service experience, operations, and strategy. They will provide leadership in managing associates responsible for administering and servicing charitable giving investment accounts, notably donor-advised funds (DAFs), charitable trusts, and private foundations, and cultivate pivotal relationships with Financial Advisors, Registered Investment Advisors (RIAs) and Multi-Family Offices (MFOs). They will also provide leadership around the service and operations of Complex Assets across the DAF programs.  The ideal candidate will be charged with ensuring client satisfaction, service excellence, and driving operational enhancements. This position requires strong leadership, effective communication skills, and adaptability.

Duties & Responsibilities:

• Provide strategic leadership, fostering a culture of excellence, accountability, and data-driven decision-making within the Specialized Services team.
• Recruit, lead, mentor, and develop team managers and professionals to meet daily service and operational demands.
• Develop critical strategic relationships with clients and prioritize overall client satisfaction. Promote a culture of client-centricity within the organization.
• Retain clients through proactive engagement, fulfillment of contracts, and monitoring service level requirements.
• Champion a superior client experience and continuous improvement through human capital processes and technology initiatives.
• Collaborate cross-functionally to ensure that efforts and relationships across departments and with external partners maintain a client-focused approach.
• Manage department budget and capacity planning, overseeing peak season work, shifting workloads, identifying additional service opportunities, and facilitating training.
• Implement effective project management, including the creation of business cases, monitoring project costs, and ensuring client needs are met.
• Collaborate on the development and oversight of policies and procedures to ensure accuracy, internal controls, and risk mitigation.
• Demonstrate expertise in charitable giving instruments, particularly Donor Advised Funds (DAFs), Charitable trusts, private foundations, and complex assets within these instruments.
• This role entails providing a white-glove service, which may require occasional after-hours work and on-call availability.

Education & Experience:

• A Bachelor's degree or higher in Business Administration, Operations Management, or equivalent experience is required, with an advanced degree preferred.
• A minimum of 10 years of direct client service and relationship management experience.
• A minimum of 10 years in the financial services, non-profit, or philanthropic industry with direct RIA/MFO experience is mandatory.
• Demonstrated exceptional leadership and organizational abilities, along with expertise in staff management and development.
• Demonstrated experience in policy and/or organizational governance
• In-depth understanding of the organizational structure of an RIA/MFO, encompassing service, technology, and back-office operations.
• Proven track record in establishing and managing relationships with demanding and complex clients, including high-level decision-makers.
• Devotion to providing high-quality customer service and extensive knowledge of best practices in managing relationships with ultra-high-net-worth clients and their family offices.
• Understanding of complex assets, grants administration, and related services, with international granting experience considered a plus.
• The ability to set a strategic direction for clients that demonstrates ultimate ownership and accountability for the relationship.
• Proven success in client interactions through face-to-face meetings, virtual, phone-based, and email interactions.
• Exceptional communication and listening skills, with the capacity to influence client interactions.
• Strong multitasking and project management skills, with meticulous attention to detail.
• The ability to identify and manage situations at risk.
• Comfortable working independently, including making decisions.
• Experience with Salesforce is desirable.