XYPN

Director

• Oversee Transition/Onboarding and Client Service functions.
• Own advisor lifecycle experience, ensuring consistency from onboarding to ongoing service.
• Design and evolve team structure, clarity, specialization, and performance standards as advisor volume increases.
• Establish and monitor onboarding and service performance metrics, ensuring predictability, responsiveness, and quality.
• Develop structured mechanisms to monitor advisor experience quantitatively (NPS, service metrics) and qualitatively (feedback).
• Maintain understanding of the advisor base, adopting service models accordingly.
• Serve as the senior escalation point for high-risk advisor issues and dissatisfaction.
• Own service-related advisor retention, identifying at-risk advisors and leading proactive plans.
• Coordinate advisor-facing operational communication, ensuring a clear voice aligned with our brand.
• Partner with departments to shape related updates and shape advisor-impacting initiatives.
• Develop onboarding documentation, service standards, and communication frameworks.
• Evaluate capacity trends and hiring needs to build scalable staffing models.

Director of Advisor Experience – Advisor Services