Head of Wealth Administration & Client Service

Provides strategic direction for, and manages the planning, developing, and implementing of resources and initiatives in support of Division priorities by leading the client experience and national sales administration, lead generation opportunity, learning and development, financial planning team, as well as other administrative duties for US Markets.  Ensures consistent delivery of effective and efficient solutions across Wealth Markets and Signature Services by functioning as the conduit between the Wealth Markets, Wealth Market Leaders, cross-functional Bank business partners and Wealth Management leadership.  Oversees the short- and long-term strategic direction for centralized fiduciary and investment services client segment of the Affluent Market within Wealth Advisory Services.  Leads initiatives representing the Division at the Bank level and represents the organization with vendors, associations, and regulatory bodies. Partners with Head of US Markets and Wealth Senior Leadership Team to set the strategic direction, policies, and guidelines for leading the growth of the Wealth business and the talent strategy for hiring a successful sales team of Wealth Advisors. Partners with Head of US Markets to drive performance, identify opportunities, growth, profitability, risk management and innovation.  Responsible for the delivery of all client service across the HNW (High Net Worth) and UHNW (Ultra-High Net Worth) segments.

Develop a client service mindset with clear operating roles, goals and a consistent delivery of the WT (Wilmington Trust) experience across all markets. Lead the identification and implementation of large-scale process improvements across all client service functions, including Trust Administration and Signature Services.  Oversee all aspects of the client service function for US Markets. Work with Market Leaders to ensure a best-in-class client experience is provided. Oversee all aspects of the management, strategy and execution of the centralized fiduciary and investment services client segment of the Affluent Market within Wealth Advisory Services.    Lead initiatives for growing business overall and partnering with Wealth Market Managers to improve the talent acquisition of Wealth Advisors, their productivity and expansion of our client-centric, team-oriented sales process, ensuring the comprehensive services and capabilities of our organization are presented uniformly and consistently in every opportunity across the organization. Manage the strategic design of programs, resources, and tools that enable and develop talent across the Division. Ensure the sales leadership team has appropriate ongoing training, coaching and development for the constantly changing marketplace.   Direct a team that creates and delivers all related training content. Oversee a team responsible for analyzing opportunities, shaping strategy, and recommending solutions to position Wealth Management to take advantage of changing market conditions, including sales and service model development, optimal staffing model/resource utilization creation and go-to-market strategies. Provide leadership and direction on the Division’s strategic roadmap in support of the Wealth Markets on process, technology, innovation, analytics, learning, and national sales efforts.  Develop strategy, service models, technology roadmap, and process improvement initiatives to execute the strategic direction and profitability for the Division. Work with Wealth Senior Leadership Team (SLT) and Market Managers to contribute to strategy development, new initiatives, and special projects with the goal of delivering the full range of Wealth solutions to clients and communities, drive innovation to advance and evolve the sales culture to improve profitability, as well as develop and implement plans for broader operational infrastructure of systems and processes to support growth and profitability.