Director, Private Wealth Client Service

A career with BOK Financial will provide you opportunities and benefits that can only come from working for a trusted industry leader. Work with amazing, energetic team members and a company dedicated to your success, growth, and advancement.

You will provide value by being apprised of and anticipating the clients' needs and delivering concierge-style customer service; and your satisfaction will come from the positive outcomes that you provide as a result of your skillful problem solving and collaborative spirit across various lines of business.

The Director, Private Wealth Client Service sets the strategic direction for Private Wealth client support across the BOK Financial footprint, including the Client Service Associate (CSA) teams, the Private Wealth Banking Services Group (BSG), and the RIA Client Service Representatives (CSRs). This role defines the client support vision, operating model, and performance standards that enable Private Wealth Advisors, Private Bankers, Trust Officers, and Investment Managers to deliver a best-in-class experience to high-net-worth and ultra-high-net-worth clients across banking, trust, brokerage, financial planning, and investment management. Leading through a team of Client Services Supervisors and Managers and the Banking Services Group Manager, the Director is accountable for talent strategy, service quality, operational efficiency, risk, fiduciary, and regulatory compliance, and the scalability of the service model as the Private Wealth business grows. The Director partners closely with Private Wealth leadership, Operations, Risk, Compliance, and Technology to align client support with business strategy.

Our team culture inspires our entrepreneurial spirit. It empowers us to act as trusted advisors for our clients and communities while using our discipline and business savvy to make the right decisions.

We are here to serve others and help our clients be successful. We have a strong work ethic and strive to always do the right thing. We are team oriented and ensure an inclusive work environment. We believe in personal and shared accountability. We treat each other with dignity and respect, value opinions and differences, and talk openly. We give praise, recognize quality work, and pursue excellence.

• You will define and execute the strategic direction for Private Wealth client services, including the service model, organizational structure, resource alignment, service standards, and performance expectations to support business and client needs.
• You will lead and develop Client Services leaders and teams across markets, oversee workforce planning, capacity management, talent development, career progression, succession planning, and employee engagement.
• You will provide strategic oversight of Private Wealth banking and investment client service functions, ensuring consistent and effective support for deposit, lending, investment management, account administration, asset transfer, cash management, and custodial activities.
• You will champion a consistent, high-touch client experience across Private Wealth and serves as a senior escalation point for complex, sensitive, or high-risk client service matters. Partner with Private Wealth leaders and Officers to strengthen client satisfaction and retention.
• You will ensure client service activities, processes, and controls comply with applicable regulatory requirements, fiduciary standards, governing documents, and company policies. Oversee operational risk, fraud and quality controls, audit and compliance matters, and timely remediation of identified issues.
• You will lead continuous improvement of client service processes, procedures, and workflows to enhance efficiency, accuracy, scalability, and the client experience. Sponsor technology, automation, and digital solutions and leads adoption of new tools and processes.
• You will establish and monitor key performance indicators, service levels, capacity measures, and quality standards. Analyze trends and provides recommendations to Private Wealth leadership regarding performance, operational risk, resource needs, and improvement opportunities.
• You will collaborate with Private Wealth leadership and key partners across Operations, Risk, Compliance, Technology, and Human Resources to align client service strategy with business objectives and enterprise priorities. Oversee departmental budget and resource allocation.
• May perform other duties as assigned.

This level of knowledge is normally acquired through completion of a Bachelor's degree in business, finance, accounting, or a related field with 12+ years' experience in Private Wealth, banking or deposit operations, trust administration, investments, or client service operations, including 5+ years of leadership experience managing managers or multi-market teams; or 16+ years equivalent work-related experience.

• Expert knowledge of Private Wealth services, including banking, trust, brokerage, financial planning, and investment management, and the operational processes that support them
• Strong knowledge of deposit operations, account opening documentation, BSA/AML and Customer Due Diligence requirements, and fraud prevention, as well as RIA custodial and investment management servicing
• Strong understanding of fiduciary responsibilities, trust administration, banking and investment advisory regulations, and BOKF policies
• Proven ability to set strategy and lead through others, including developing leaders and building high-performing teams
• Demonstrated success leading change, process redesign, and technology adoption in a complex organization
• Strong executive presence with excellent verbal, written, and interpersonal communication skills

• Ability to influence and build trusted partnerships with senior leaders, Private Wealth Officers, and cross-functional partners
• Advanced analytical skills, including the ability to use data, metrics, and reporting to drive decisions
• Sound judgment, discretion, and a high level of professionalism when handling confidential client and employee matters
• Commitment to a client-first culture and best-in-class service delivery