Client Servicing Team Lead

Job Summary: 

Client Servicing Team Leadsare responsible for leading and managing a team of client servicing professionals, focused onmaximizing employeeengagement, and building a culture of teamwork, collaboration, continuous improvement, empowerment, and accountability. They lead from the front andprovide 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 toidentify areas for process optimization, implement best practices, and drive operational excellence within the Client Servicing division. They lead from the front by building andmaintaining strong relationships with clients, playing a critical role in daily client success. 

Responsibilities: 

• Monitors the teams’ delivery to the client,allocating work, ensuring qualitydelivery, andproviding team level training or knowledge management whererequired. 

• Owns the preparation and execution of regular 1-on-1s and biannual performance management reviews;identifies andfacilitates 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. 

• LeadsSteerCos 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 tomonitor and drive team performance (Salesforce, Workday, PowerBI, etc.).  

Required Skills: 

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

• Ability tocommunicate 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, includingproficiency 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+ yearsdemonstrated success in a people manager role.  

• Experience delivering measurableKPIs weekly and monthly in prior roles. 

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