Associate Vice President, MS Operations Manager

1 Year ago • 9 Years + • Operations

Job Summary

Job Description

Client Servicing Team Leads are responsible for leading and managing a team of client servicing professionals, focusing on maximizing employee engagement and building a culture of teamwork, collaboration, continuous improvement, empowerment, and accountability. They provide guidance, support, and coaching to team members, and contribute to strategic planning, hiring decisions, team structure, and succession planning. They collaborate with cross-functional internal teams to identify areas for process optimization, implement best practices, and drive operational excellence within the Client Servicing division. They build and maintain strong relationships with clients, playing a critical role in daily client success. Responsibilities include monitoring team delivery, allocating work, ensuring quality, providing training, conducting performance reviews, facilitating growth opportunities, designing and tracking metrics (NPS, CSAT, CEM, SLA delivery, Retention, ESS, Gross Margin, Client Churn, Automation improvements, employee attrition), leading SteerCos and client relationship reviews, and acting as an escalation point. They also help build differentiated offerings by strategizing with product management and development teams to improve client offerings, operational tooling, support sales efforts, and develop repeatable and scalable processes. They ensure seamless transition of newly onboarded clients and use tooling like Salesforce, Workday, and Power BI to monitor and drive team performance.
Must have:
  • Knowledge of insurance and/or investment management market concepts.
  • Good understanding of fixed income investments.
  • Ability to communicate clearly and concisely.
  • Microsoft Excel proficiency (VLookUp, SUMIF, Pivot Tables, VBA).
  • Strong computer skills, including Microsoft Office proficiency.
  • Excellent attention to detail and documentation skills.
  • Outstanding verbal and written communication skills.
  • Strong organizational and interpersonal skills.
  • Exceptional problem-solving abilities.

Job Details

Job Summary: 

Client Servicing Team Leads are responsible for leading and managing a team of client servicing professionals, focused on maximizing employee engagement, and building a culture of teamwork, collaboration, continuous improvement, empowerment, and accountability. They lead from the front and provide guidance, support, and coaching to team members and contribute to strategic planning, hiring decisions, team structure, and succession planning.  

They collaborate with cross-functional internal teams to identify areas for process optimization, implement best practices, and drive operational excellence within the Client Servicing division. They lead from the front by building and maintaining strong relationships with clients, playing a critical role in daily client success. 

Responsibilities: 

  • Monitors the teams’ delivery to the client, allocating work, ensuring quality delivery, and providing team level training or knowledge management where required. 

  • Owns the preparation and execution of regular 1-on-1s and biannual performance management reviews; identifies and facilitates learning and career growth opportunities for the team. 

  • Designs, implements, and tracks quantitative and qualitative metrics to measure the success of projects, people, and processes; key success metrics include NPS, CSAT, CEM, SLA delivery, Retention, ESS, Gross Margin, Client Churn, Automation improvements, and employee attrition. 

  • Leads SteerCos and client relationship reviews, whilst also acting as a confident, knowledgeable, and patient escalation point for any client issues. 

  • Helps build a differentiated offering by strategies with product management and development teams to improve our client offering, operational tooling, supporting sales efforts, develop repeatable and scalable processes. 

  • Ensures the seamless transition of newly onboarded clients into steady-state client servicing operations. 

  • Make use of tooling to monitor and drive team performance (Salesforce, Workday, Power BI, etc.). 

Required Skills: 

  • Knowledge of insurance and/or investment management market concepts. 

  • Good understanding of fixed income investments preferred. 

  • Ability to communicate information clearly, concisely, and confidently in written and verbal contexts, including small and large group settings for both internal and external (client-facing) audiences. 

  • Microsoft Excel (VLookUp, SUMIF, Pivot Tables, VBA, etc.). 

  • Strong computer skills, including proficiency in Microsoft Office 

  • Excellent attention to detail and strong documentation skills 

  • Outstanding verbal and written communication skills 

  • Strong organizational and interpersonal skills.  

  • Exceptional problem-solving abilities 

Education and Experience:   

  • Bachelor’s degree in Accounting, Finance, Business, Mathematics, Sciences, or related field.  

  • 9+ years of directly applicable experience (reconciliation, accounting, or finance). 

  • 4+ years demonstrated success in a people manager role.  

  • Experience working in the finance or FinTech industry, with a knowledge of investment accounting or investment operations. 

  • Experience delivering measurable KPIs weekly and monthly in prior roles. 

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About The Company

Clearwater Analytics (NYSE: CWAN) is the leading provider of web-based investment portfolio accounting, reporting, and reconciliation services for institutional investors at thousands of organizations.


Clearwater aggregates, reconciles, and reports on more than $6.4 trillion in assets across thousands of accounts daily. Our clients include corporate treasuries, insurance companies, investment managers, banks, governments, and other institutional investors both in the United States and worldwide.


For more than a decade, we have leveraged web-based software and world-class client service to help clients such as American Family Insurance, Arch Capital, C.V. Starr & Co., Cisco, Facebook, Oracle, Selective Insurance, Sirius Group, Sompo International, Starbucks, WellCare Health Plans, Wilton Re, and many others, streamline their investment and accounting operations. Clearwater also works with hundreds of custodians, investment managers, dealers/brokers, and electronic trading portals who offer Clearwater to their many clients.


With global headquarters in Boise, Idaho, and offices in Edinburgh, Frankfurt, London, New Delhi, New York, Paris, Seattle, Singapore, and Washington D.C., Clearwater sets the new global standard for investment portfolio reporting.

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