Client Service Journey Owner
$80,000–$115,000 year
On-site · New York City, New York, United States
Job Summary
Client Service Journey Owner leads initiatives to improve and scale the Client Service journey for Neuberger Wealth, owning and executing strategic programs and analyses across private wealth client service. The role involves defining and enhancing journey maps, process flows, SOPs and training materials for end-to-end client onboarding, identifying friction points to reduce handoffs, processing times, and errors, analyzing operating models and roles, implementing efficiency improvements, establishing SLAs and KPIs, enabling technology with requirements, testing, release coordination and adoption, partnering with data governance for client data standards, and simplifying workflows through forms and documentation management. The position requires a Bachelor’s degree and 5+ years in wealth management or private banking, strong process-mapping and automation skills, change management experience, ability to influence stakeholders, and outstanding communication and organizational abilities.
Required Qualifications
- Bachelor’s degree in Business Administration, Finance, Operations Management, Engineering, or a related field
- 5+ years of experience in Wealth Management / Private Banking
- Direct experience with client service, product ownership, or business analysis a plus
- Strong knowledge of process mapping, workflow analysis, and operational efficiency tools
- Proficiency in automation technologies and familiarity with digital transformation initiatives
- Experience in change management principles and techniques
- Candidate must be a self-starter with the ability to operate independently and make decisions
- Ability to build relationships and partner across a complex organization
- Ability to multi-task and manage multiple simultaneous projects
- Ability to influence seniors and stakeholders outside of your span of control
- Excellent time management, follow-through, and project delivery skills
- Exceptional written and verbal communication skills, able to simplify complexity
- Strategic thinker
- Strong attention to detail
- Highly organized
- Owner of outcomes
- Team player
- Authorized to work in country without sponsorship
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