Fintech Client Experience Operations Manager

4 weeks ago

Boston, United States CERES Group Full time

* ACore Responsibilities: * Working across Company, provides root cause analysis and develops solutions with local service team leaders. Makes recommendations to senior management. * Develops, executes and maintains a tool strategy aimed to improve client experiences using common micro-services adhering to global architectural standards. * In conjunction with Technical Experience Management (TEM), represents client technology requirements to Global Technology Services Product Offering, Architecture and Development teams. * Implements procedures, defines best practices and evaluates the control environment for Client Experience teams. Oversee all aspects of Client Experience project execution * Complete Client Experience projects within agreed timeframes and within agreed budget targets. * Tracks and communicates plan and progress updates. Resolves and escalates, as appropriate, program risks. * Produces regular project scorecards, status updates and related management information system (MIS) reporting * Working with the Client Experience Chief Administrator Office, authors business cases and manages program budgets. Client advocate within Company * Influence prioritization queues on behalf of our clients * Contribute to product management strategy development * Actively encourage participation, training and awareness of enterprise wide initiatives Play lead role in the RFP, Due Diligence and Service Definition Processes * Support new business wins and complete all client implementations within agreed timeframes * Accountable for RFP, RFI and SIG technology responses * Participate in due diligence process to understand client's current environment * Work closely with technology teams to recommend future state technology model * Work closely with technology and finance teams to validate technology cost model Actively lead and complete system analyst tasks * Support clients by writing and analyzing business / systems requirements and defining the appropriate system solutions * Act as a representative or consulting between clients and Company and / or vendors concerning issues and requirements. * Ensure requirement specifications meet technical specifications required by the Architecture Review Board (ARB) * Ensure all work is done according to technology standards, procedures and policies. Preferred Education/Experience: * Bachelors in Computer Information Sciences or Equivalent Experience * Minimum 10 years' experience in the financial services industry or global consulting firm; experience in a senior global leadership role. * Demonstrated experience leading global Customer Experience/Customer Success teams in a global environment * Experience leading Enterprise scale, multi-million dollar technology driven projects * Exceptional communication skills in a client facing role #LI-DNP

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