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The Senior Client Service Manager supervises a team of professional level employees that partner with associates in Distribution and Relationship Management to service Institutional and High Net Worth clients that invest in the company's products. This job serves as a high level contact for clients, and guides direct reports on onboarding new client accounts, delivering reports to clients, and working with business partners to service client needs throughout the client lifecycle. As a team manager, this job is responsible for setting goals and objectives for team members and ensuring policies and procedures are understood and followed by direct reports.

Key Responsibilities and Duties

+ Monitors inbound/outbound client communication (emails and phone calls) via the Customer Relationship Management system to ensure clients are receiving high quality customer service.

+ Partner with Distribution, Global Client Services, SMA Operations, Product, and Specialist Affiliates to provide outstanding client service and support growth in Nuveen’s direct indexing market share.

+ Coordinate direct indexing client transitions activity (i.e. prospecting, onboarding, offboarding) in close partnership with relevant Nuveen business partners.

+ Support the transformation of Nuveen’s direct indexing platform through new technology, tools, and procedures.

+ Reviews reports and other materials for client meetings and attends meetings as needed.

+ Supervises the production of a large volume of custom quarterly reports to clients, consultants and service providers.

+ Provides quality control for client reports and requests to ensure accuracy and completeness.

+ Ensures due diligence and client questionnaires have been completed in a timely and accurate manner.

+ Investigates and addresses escalated client inquiries by evaluating client-specific circumstances and collaborating across departments to formulate response and communicate findings to the relationship manager.

+ Manages performance direct reports through regular, timely feedback and the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and development.

Educational Requirements

+ University Degree (Preferred)

Work Experience

+ 5+ Years Required; 7+ Years Preferred

Physical Requirements

+ Physical Requirements: Sedentary Work

Career Level

7PL

+ **Direct Indexing** **experience required**

+ **East Coast hours coverage**

+ Proactivity in thinking beyond the immediate requests (i.e., implications of request; thereby, providing a great client experience) required

+ Ability to operate independently, ownership of the role, to ensure this team member is able to provide an excellent client experience required

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local laws, including the City of Los Angeles Fair Change Initiative for Hiring ordinance.

Related Skills

Accountability, Adaptability, Collaboration, Communication, Continuous Improvement Mindset, Customer Engagement, Detail-Oriented, Prioritizes Effectively, Problem Solving, Relationship Management, Resourcefulness, Strategic Thinking

Anticipated Posting End Date:

2025-05-25

Base Pay Range: $87,800/yr. - $130,000/yr.

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

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Company Overview

Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us.

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary (https://www.tiaa.org/public/pdf/benefits-at-a-glance.pdf) .

Equal Opportunity

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

Read more about your rights and view government notice here (https://www.dol.gov/general/topics/posters) .

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: [email protected]

Privacy Notices

For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here (https://www.tiaa.org/public/tiaa-nuveen-privacy) .

For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here (https://www.tiaa.org/public/tiaa-nuveen-ca-privacy) .

For Applicants of TIAA Global Capabilities, click here (https://www.tiaa.org/public/support/privacy/tiaa-global-capabilities-privacy-notice) .

For Applicants of Nuveen residing in Europe and APAC, please click here (https://www.tiaa.org/public/nuveen-eu-uk-privacy) .

TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being.

Privacy Notices

+ For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here (https://www.tiaa.org/public/tiaa-nuveen-privacy) .

+ For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here (https://www.tiaa.org/public/tiaa-nuveen-ca-privacy) .

+ For Applicants of TIAA Global Capabilities, click here (https://www.tiaa.org/public/support/privacy/tiaa-global-capabilities-privacy-notice) .

+ For Applicants of Nuveen residing in Europe and APAC, please click here (https://www.tiaa.org/public/nuveen-eu-uk-privacy) .

Nondiscrimination & Equal Opportunity Employment

TIAA is committed to providing equal opportunity across all employment practices and we believe our employees have a right to a diverse and inclusive workplace.

EEO is the Law (https://assets.phenompeople.com/CareerConnectResources/TIAAGLOBAL/documents/22-088\_EEOC\_KnowYourRights-1688394514088.pdf)

Pay Transparency

Philadelphia Ban the Box (https://www.phila.gov/media/20210423160847/Fair-Chance-Hiring-law-poster.pdf)