Client Service Operations
1 day ago
Client Service Operations - Principal - Boston - Hybrid
Position Overview
The Client Service Principal will lead and enhance client relationships through exceptional service delivery and proactive communication. Acting as a critical liaison between clients and internal teams, the role ensures satisfaction, retention, and alignment with the organization’s service offerings. This client-facing position involves direct engagement with internal stakeholders and external clients, requiring strong professionalism, multitasking abilities, and a proactive attitude. Additionally, the candidate will play a vital role in shaping operational processes and procedures while serving as an escalation point for client portfolio management inquiries.
The Client Service Principal is a key member of the global Operations team and contributes to the strategic vision of client service operations.
Key Responsibilities:
1. Oversight and Team Development
- Supervise and manage staff responsible for daily operations of client portfolios.
- Ensure accuracy and timeliness of client deliverables, including reports, statements, and account reconciliations.
- Monitor adherence to operational processes and compliance standards.
- Provide coaching, mentoring, and performance evaluations for junior team members.
- Serve as the escalation point for operational inquiries from client teams.
2. Client Service Management
- Deliver a client-centric experience with a commitment to best-in-class service.
- Resolve client inquiries, issues, and concerns promptly and effectively.
- Proactively identify and implement strategies to enhance client satisfaction.
- Ensure timely execution of portfolio actions and validate financial transactions prepared by junior team members.
- Collaborate with internal stakeholders (e.g., Compliance, Legal, Investment Teams) to manage and strengthen client relationships.
3. Project and Strategic Initiatives
- Partner with internal teams to streamline client service processes.
- Lead or support process improvement initiatives and strategic projects.
- Ensure compliance with information security policies, escalating concerns as necessary.
- Identify and mitigate potential risks related to client accounts and operational processes.
- Collaborate globally to align risk controls with industry best practices and regulatory requirements.
Qualifications & Skills:
Experience:
- Minimum of 8+ years in investment operations or financial services.
- At least 5+ years of client service experience with OCIO clients or high-net-worth individuals.
- Prior management or supervisory experience.
- Technical Proficiency:
- Strong skills in financial analysis tools, CRM systems, and MS Office Suite.
- Soft Skills:
- Exceptional attention to detail and organizational abilities.
- Strong problem-solving skills and ability to handle multiple priorities.
- Excellent interpersonal, leadership, and communication skills.
- Collaborative and proactive team player.
- Personal Attributes:
- High integrity, professionalism, and a client-first approach.
- Self-starter with a strategic mindset and analytical acumen.
Benefits
This position offers a competitive compensation package, professional development opportunities, and a comprehensive benefits program, including:
- Medical, dental, and vision insurance.
- Flexible spending accounts, commuter benefits, and 401(k) plan with employer matching.
- Generous paid time off and short/long-term disability insurance.
- Life insurance and employee wellness programs.
- Opportunities to participate in philanthropy initiatives, volunteer days, and social events.
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