Position:
Director of Client Service & Custody Operations
Location:
Richmond, VA or Pittsburgh, PA
Reports To:
Managing Director
/
Director of Client Strategy
Department:
Operations
Status:
Full-Time
FIRM OVERVIEW
Heritage Wealth Advisors is an independently owned Registered Investment Advisor (RIA) that specializes as a multi-family office serving ultra-high-net-worth families, individuals, and institutions. We are dedicated to protecting, growing, and sustaining wealth across generations through deeply personalized, long-term strategies. Our comprehensive services span six financial pillars: Family Office, Financial Planning, Investment Management, Tax Planning, Philanthropy, and Institutions.Founded in 2005, Heritage is rooted in enduring relationships and guided by a multi-generational mindset.
With offices in Richmond, VA, Charlottesville, VA, and Pittsburgh, PA, we deliver thoughtful guidance and fiduciary care through every phase of life and legacy.
ROLE SUMMARY
The Director of Client Service & Custody Operations is responsible for overseeing all activities related to client account maintenance and the execution of client servicing operations. This role aims to ensure that our client operational needs are executed accurately, consistently, and on time to ensure an excellent overall client experience. You will collaborate closely with the Financial Planning & Tax team and the Investment Advisory team to ensure a seamless and exceptional client experience.
This role is positioned to expand in scope as the firm continues to scale.This position requires strong analytical capability, exceptional attention to detail, and the ability to manage competing priorities in a fast-paced environment. The Director of Client Service & Custody Operations also plays a critical leadership role by coaching Team Leads and Associates, developing processes, and enhancing operational efficiency. The role contributes directly to firmwide initiatives and represents Heritage professionally both internally and externally.
RESPONSIBILITIES
- Lead and manage the firm’s internal operations team that services client accounts with custodians. The team is made up of two Team Leads and two Operations Associates.
- Oversee the system and process utilized by the Operations team to ensure superior, white-glove client experience. Recommend process redesign where implementation may not be consistent with that experience.
- Coordinate strategic projects for the firm as needed. This may include enhancing CRM workflows, leveraging technology to track data more effectively, and contributing to cross-departmental efficiencies.
- Design and refine long‑term operational workflows that scale with firm growth.
- Own the strategic roadmap for the Operations function, including technology planning, workflow automation, and efficiency initiatives.
- Play a critical role in collaboration with the Financial Planning & Tax and Investment Advisory teams to answer questions related to the execution of excellent client experience.
- Ensure accuracy and compliance in all functions within the Operations team.
- Establish and oversee quality‑control standards and review processes across all operations personnel, including Associates, Senior Associates, and Team Leads.
Leadership and Community Engagement:
- Join professional and community organizations, focusing on leadership roles that align with overall firm and office strategy.
- Serve as an ambassador of Heritage in the local community by professionally representing us, living our values, and proactively understanding where we should engage.
QUALIFICATIONS
- Bachelor's degree required.
- 10 plus years of professional experience with relevant industry exposure.
- Experience managing and leading an internal team.
- Proficient user of Microsoft Office products, including CoPilot, Outlook, Excel, Word, and PowerPoint.
- Prefer professional experience with Fidelity Investments and/or Charles Schwab & Co., but equivalent experience with other custodians is welcome.
- Excellent communication skills: Strong verbal and written communication skills are essential for effectively interacting with clients, colleagues, and external professionals.
- Strong problem-solving abilities: Candidate should possess strong analytical and problem-solving skills to assess areas for improvement, spot inaccuracies, and master our systems.
- Client-focused mindset: A client-centric approach is vital in understanding clients' unique needs, goals, and risk tolerance.
- Attention to detail: Meticulous attention to detail is crucial to ensure accuracy and compliance in financial reporting and private fund administration.
- Strong organizational skills: Excellent organizational abilities are necessary to manage multiple deadlines and projects.
- Demonstrated alignment with Heritage Core Values:
- Collaboration – Works constructively with team members to support collective goals.
- Intellectual Curiosity – Embraces ongoing learning and adaptation in a dynamic field.
- Integrity – Prioritizes fiduciary responsibility and ethical conduct.
- Passion – Committed to delivering excellence and meaningful outcomes for clients.
COMPENSATION & BENEFITS
- Competitive salary and bonus potential, based on experience and performance.
- Comprehensive benefits package, including medical, dental, vision, life, AD&D, and disability insurance.
- 401(k) with profit sharing.
- Partial and/or full financial support for professional development, including certification programs and continuing education.
- Paid time off (vacation, sick leave, holidays) with flexible scheduling and hybrid/remote work options.
- Parental leave and family leave policies.
- Access to firm resources, internal planning services, and networking / thought leadership events.
