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 Services & Custody Operations is a senior leadership role responsible for advancing Heritage’s client account servicing and custody operations platform. This position oversees the end‑to‑end execution of client operational workflows, including onboarding, account maintenance, and custody coordination, ensuring accuracy, consistency, and scalability across the client experience.In addition to leading a high‑performing operations team, the Director partners closely with the Financial Planning & Tax and Investment Advisory teams to support seamless service delivery.
The role plays a key part in setting operational standards, mentoring team leaders, optimizing systems and processes, and resolving complex servicing matters, while maintaining a strong client‑first and risk‑aware mindset.The Director of Client Services & Custody Operations is instrumental in aligning operational execution with Heritage’s long‑term growth strategy and commitment to exceptional client outcomes. This role contributes to firmwide initiatives, supports the evolution of scalable service models, and serves as a trusted operational partner to leadership, reporting directly to executive management.
RESPONSIBILITIES
Client Service & Custody Leadership
- Own the execution of all client account servicing and custody operations to ensure a consistently excellent client experience
- Serve as the senior escalation point for complex client servicing matters requiring judgment, coordination, and exception handling
- Partner with internal teams to anticipate client needs, remove friction, and ensure smooth execution across all operational touchpoints
Team Leadership & Development
- Lead and manage the Operations team responsible for servicing client accounts with custodians, including Team Leads and Operations Associates
- Coach and develop leaders and associates by setting clear expectations, reinforcing accountability, and building technical and professional capability
- Establish capacity, prioritization, and quality-control practices to ensure accurate, timely execution
- Own hiring, onboarding, training, and ongoing development of operations talent as the firm scales
Operational Strategy, Process Design & Scale
- Own the strategic roadmap for client service and custody operations, including technology planning, workflow automation, and efficiency initiatives
- Design and refine long-term operational workflows that scale with firm growth while maintaining a white-glove service standard
- Oversee the systems and processes used by the Operations team and recommend redesign where execution does not align with client experience expectations
- Lead strategic initiatives such as enhancing CRM workflows and leveraging technology to improve data integrity and cross-functional efficiency
Quality Control, Risk Management & Compliance Support
- Ensure accuracy and compliance across all operations activities and implement controls that protect clients and the firm
- Establish and oversee quality-control standards and review processes across all operations roles
- Support periodic processes, including billing, reporting, and compliance-related activities, by ensuring operational readiness
Cross-Functional Partnership & Firm Representation
- Collaborate closely with Financial Planning & Tax and Investment Advisory teams to support a seamless and coordinated client experience
- Serve as an ambassador of Heritage in the local community by professionally representing us, living our values, and proactively understanding where we should engage.
Tools & Platforms
- Custodial platforms (Fidelity and Schwab preferred; equivalent experience welcome)
- Tamarac and Salentica (CRM) and related reporting/workflow systems
- Microsoft Office, including Outlook, Excel, Word, PowerPoint, and Copilot
QUALIFICATIONS
Required:
- 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.
- 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.
Preferred:
- Professional experience with Fidelity Investments and/or Charles Schwab & Co., but equivalent experience with other custodians is welcome.
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.
