divh2Client Servicing Team Lead/h2pClient 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./ppThey 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./ph3Responsibilities/h3ulliMonitors the teams delivery to the client, allocating work, ensuring quality delivery, and providing team level training or knowledge management where required./liliOwns 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./liliDesigns, 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./liliLeads SteerCos and client relationship reviews, whilst also acting as a confident, knowledgeable, and patient escalation point for any client issues./liliHelps 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./liliEnsures the seamless transition of newly onboarded clients into steady-state client servicing operations./liliMake use of tooling to monitor and drive team performance (Salesforce, Workday, Power BI, etc.)./li/ulh3Required Skills/h3ulliFamiliarity with insurance and/or investment management market concepts a plus./liliAbility 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./liliMicrosoft Excel (VLookUp, SUMIF, Pivot Tables, VBA, etc.)./liliStrong computer skills, including proficiency in Microsoft Office./liliExcellent attention to detail and strong documentation skills./liliOutstanding verbal and written communication skills./liliStrong organizational and interpersonal skills./liliExceptional problem-solving abilities./li/ulh3Education and Experience/h3ulliBachelors degree in Accounting, Finance, Business, Mathematics, Sciences, or related field./lili7+ years of directly applicable experience (reconciliation, accounting, or finance)./lili2+ years demonstrated success in a people manager role./liliExperience delivering measurable KPIs weekly and monthly in prior roles./liliExperience working in the finance or FinTech industry, with a knowledge of investment accounting or investment operations preferred./li/ul/div
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