Christine Moher

PLANADVISER: Tell us about your role at your firm and your current responsibilities? How do you contribute to your firm/team’s growth and progress?

Moher: As senior manager of client service operations at CBIZ, I have the pleasure of leading a team of client service consultants and service support professionals. My primary focus is developing people and refining processes to enhance client satisfaction and operational efficiency. I work closely with cross-functional teams to ensure service delivery aligns with our firm’s standards and strategic objectives.

My contribution to our firm’s growth is twofold: I prioritize coaching and development to build a strong, engaged team, and I drive continuous improvement in our workflows to support scalability and consistency. Whether streamlining onboarding processes or implementing new service models, I aim to create solutions that benefit both clients and team members.

PLANADVISER: What are the skills that are most needed to be successful in your role?

Moher: To be successful in my role, a blend of strategic thinking, leadership and operational excellence is essential. Strong communication skills are critical to align cross-functional teams, set clear expectations and bridge potential service gaps—ultimately delivering solutions that drive client success. Equally important is the ability to identify, coach and develop talent. Coaching team members while fostering a culture of accountability, continuous improvement and collaboration ensures both individual growth and team performance.

Process optimization and attention to detail are also key components to this process. Managing client service operations requires the ability to identify inefficiencies, implement scalable solutions and maintain consistency without compromising quality. Adaptability and resilience are crucial, especially in a dynamic environment where client needs, regulations and business priorities are constantly evolving.

Finally, a client-first mindset—balancing responsiveness with proactive problem-solving—ensures we consistently exceed service expectations while contributing to the firm’s long-term growth.

PLANADVISER: What have you done that you are most proud of?

Moher: One of the accomplishments I’m most proud of is my involvement in the nationalization efforts of our advisory practice. As a member of the leadership team, I played a key role in streamlining processes, standardizing resources and aligning service practices across all offices nationwide. This initiative created greater consistency, improved collaboration and positioned our teams to scale effectively while maintaining service quality.

Additionally, I launched an emerging market service model that significantly increased operational efficiency. By rethinking how consultants can support clients and manage a large book of business, the model introduced structured roles, clearer workflows and semi-automated tasks—freeing up time for consultants to focus on high-value client interactions. This allowed us to maintain a high standard of service while expanding our capacity and supporting growth in new market segments.

Both initiatives will have a lasting impact on how we operate, and I’m proud to have contributed to meaningful improvements that benefit both our team and our clients.