Senior Associate, MS Operations Manager

1 Month ago • 7 Years + • Operations

Job Summary

Job Description

The role of a Client Servicing Team Lead involves managing a team of client servicing professionals to maximize employee engagement and foster a culture of teamwork, collaboration, continuous improvement, empowerment, and accountability. This leadership position provides guidance, support, and coaching to team members, contributing to strategic planning, hiring, team structure, and succession planning. The role also requires collaboration with cross-functional teams to optimize processes, implement best practices, and drive operational excellence within the Client Servicing division, while maintaining strong client relationships and ensuring daily client success.
Must have:
  • Monitor team delivery, allocate work, ensure quality.
  • Conduct 1-on-1s and performance reviews.
  • Track metrics like NPS, CSAT, SLA delivery.
  • Lead SteerCos and client relationship reviews.
  • Collaborate with product teams for offering improvement.
  • Ensure smooth client onboarding transition.
  • Monitor and drive team performance using tools.
  • Clear, concise, confident communication (written/verbal).
  • Proficient in Microsoft Excel (VLookUp, SUMIF, Pivot Tables, VBA).
  • Proficient in Microsoft Office.
  • Excellent attention to detail and documentation.
  • Strong organizational and interpersonal skills.
  • Exceptional problem-solving abilities.
Good to have:
  • Familiarity with insurance/investment management concepts.
  • Experience in finance or FinTech.
  • Knowledge of investment accounting/operations.

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: 

  • Familiarity with insurance and/or investment management market concepts a plus. 

  • 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.  

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

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

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

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

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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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