New

Vice President, Client Service Operations

National Philanthropic Trust
United States, Pennsylvania, Jenkintown
May 15, 2025
Vice President, Client Service Operations ABOUT NATIONAL PHILANTHROPIC TRUST National Philanthropic Trust is a public charity dedicated to providing philanthropic expertise to donors, foundations, and financial institutions, enabling them to realize their philanthropic aspirations. NPT was founded in 1996. Since then, we have raised more than $73.4 billion in charitable contributions and currently manage $49.2 billion in charitable assets. We have made more than 870,000 grants totaling more than $34.6 billion to charities worldwide. We rank among the largest grantmaking institutions in the United States. Our mission is to increase philanthropy in society. To that end, our experienced staff of philanthropic professionals are fully prepared to help you establish and administer your donor-advised fund. NPT is led by a Board of Trustees composed of nationally known experts in philanthropy and business. At National Philanthropic Trust, we foster a welcoming environment for all.People are valued and respected for who they are-with opportunities to bring theirentrepreneurial spirit andtalents to increase giving around the world. We have an inclusive, supportive, collaborative culture that makes National Philanthropic Trust one of the most rewarding places to work. AN OPPORTUNITY TO JOIN THE NPT TEAM The Vice President of Client Service Operations at National Philanthropic Trust (NPT) is a senior leader responsible for overseeing and advancing all donor facing services functions, including Donor Administration and Donor Relations. This role involves setting a strategic vision for donor servicing, optimizing operations, and ensuring a world-class donor experience. The VP has operational accountability for a cross-functional team that manages donor account opening, contribution processing, and communications with donors, advisors, and charitable organizations. This individual will ensure scalable, donor-centric service delivery and a culture of excellence across the department. Salary range is $165,000 - $180,000 plus 25% annual discretionary bonus Duties/Responsibilities: Strategic Management & Oversight Set and execute a client service operations strategy that aligns with NPT's broader mission and growth plans Spearhead a cross-functional team responsible for donor administration and donor relations Identify and implement process improvements, systems upgrades, and workflow optimizations to increase departmental efficiency and effectiveness Collaborate with senior management to align donor experience initiatives across departments and programs Manage the budget and all aspects of capacity planning within the responsible teams. Contact Management Oversee the daily operations of NPT's Client Service Operations, ensuring high-quality service across internal and external communication channels Monitor performance metrics, including Contact volumes, response times, resolution rates, and customer satisfaction scores by communications channel Develop and enforce standard operating procedures (SOPs) and contact scripts to ensure service consistency and compliance Partner with technology teams to implement tools and systems that support contact center efficiency, including telephony, case management (e.g., Salesforce), and reporting solutions Develop and maintain a comprehensive knowledge resource for use by the donor relations, donor administration and teams that interact with clients Operational Excellence Ensure accurate and timely opening of donor accounts and processing of all contributions (cash, securities, property) Drive accountability through the measurement and reporting of service level agreements (SLAs) and key performance indicators (KPIs) Oversee donor gift acknowledgment processes, account updates, and document management Maintain rigorous documentation and risk management protocols across all Client Service Operations Supervision & Development Provide direct supervision and coaching to department heads and managers, fostering professional growth and alignment with strategic goals Responsible for a culture of excellence, collaboration, and innovation across Client Service Operations Evaluate seasonal staffing needs and coordinate onboarding and training of temporary personnel Guide hiring, onboarding, training, and performance management processes (90-day review, weekly one-on-one meetings with staff, goal setting and annual reviews) for the department Sponsor client service training across NPT to include other teams who interact with clients Approve time off requests and manage employee overtime and PTO Donor & Stakeholder Engagement Serve as a key contact for resolving high-level donor and advisor inquiries or escalations Work closely with professional advisors, financial service partners, and internal stakeholders to ensure seamless donor experience Represent donor services in cross-functional projects and leadership forums Special Projects & Innovation Direct projects or sponsor initiatives to enhance donor-facing technology, automate workflows, and implement best-in-class service models Examine service trends and donor feedback to inform continuous improvement strategies WHAT YOU BRING 10+ years of experience in client service operations within the financial services, nonprofit, or philanthropic sector 7+ years of people management experience, including experience overseeing a contact center or customer service function Proven success running operational teams in a fast-paced, high-volume environment Solid knowledge of donor-advised funds (DAFs) or charitable giving preferred Familiarity with CRM platforms (Salesforce preferred) and telephony/contact center technology LEAN or Six Sigma certification is a plus Strategic thinker with a deep operational acumen and the ability to align day-to-day execution with long-term goals Excellent communication and relationship-building skills with both internal and external stakeholders Exceptional analytical, problem-solving, and process design skills Commitment to service excellence and operational integrity Strong conflict management and negotiation skills Physical Requirements: Prolonged periods of sitting at a desk and working on a computer. Using hands/fingers to operate a computer keyboard, mouse, and other office equipment. Talking, hearing and visual acuity Occasional standing, walking, bending, or reaching Lifting light objects, typically ten to fifteen pounds