Head of Trust Client Solutions

The Head of Trust Client Solutions Group leads a centralized team of Trust Specialists and Trust Processors within TIAA's premier flagship Private Asset Management (PAM) group. This people leader role encompasses oversight of Client Interactions, Trust Processing, Account Onboarding/Funding, and Beneficiary Settlement operations. The position requires strategic leadership in managing large teams while defining and monitoring service level agreements, ensuring compliant workflow administration, risk management, document collection, and account servicing in accordance with all applicable regulations, policies, and procedures.

Key Responsibilities and Duties

Team Leadership & Development

• Lead, develop, and inspire a team of Trust Specialists and Trust Processors specializing in Trust Operations, client interactions, tax servicing, account terminations, and comprehensive account servicing
• Hold team accountable for timely execution and thorough follow-up on all deliverables
• Foster a culture of excellence and continuous improvement

Operational Excellence

• Oversee delivery of accurate and timely results across all functional teams
• Address and resolve client issues promptly while implementing strategic process improvements
• Set, monitor, and review service level agreements to ensure optimal performance standards

Risk Management & Compliance

• Minimize operational risk through regular review of procedures and monitoring of reconciliation and variance reports
• Ensure all accounts comply with legal, regulatory, and internal fiduciary operation procedures
• Achieve satisfactory audit results through robust control frameworks
• Analyze, interpret, and execute PAM accounts in strict accordance with legal instruments and trustee duties

Process Improvement & Vendor Management

• Review and enhance operating procedures to improve efficiency, strengthen controls, and reduce costs
• Manage significant vendor relationships and participate in or lead vendor user groups as appropriate

Client Relations & Reporting

• Manage teams that proactively communicate with clients and third-party service providers to ensure exceptional client satisfaction
• Prepare and present comprehensive financial reports to clients, providing regular updates on trust status and performance

Strategic Partnerships

• Develop and maintain strong partnerships with internal business stakeholders, including Portfolio Managers and Wealth Management Advisors
• Participate actively in management-level committees and strategic initiatives

Educational Requirements

• University (Degree) Preferred

Work Experience

• 8+ Years Required; 10+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level

10PL