Senior Vice President, Client Operations Manager
On-site · Westborough, Massachusetts, United States
Job Summary
Senior leader responsible for owning the end-to-end service relationship for premier clients across operational deliverables and interactions. Serves as the primary operational contact for client inquiries, issues, and service outcomes; builds relationships with senior client stakeholders (including Transfer Agency oversight); leads operational delivery of client change initiatives; identifies service issues and risks and drives resolutions; conducts client service reviews and delivers benchmarking insights and data-driven recommendations; enhances efficiency by reducing manual processes and aligning to standard operating models; manages client escalations through investigation, root-cause analysis, action planning, and follow-through. Requires Bachelor’s degree or equivalent experience and a background in client operations, fund services, transfer agency, or related financial services; demonstrated ability to manage client relationships and support complex service delivery; experience with performance metrics, KPI reporting, and data-driven decision-making; strong communication, analytical, problem-solving, escalation-management, and cross-functional collaboration skills.
Required Qualifications
- Bachelor’s degree or equivalent relevant experience
- Experience in client operations, fund services, transfer agency, or a related financial services environment
- Demonstrated experience managing client relationships and supporting complex service delivery models
- Experience leading or supporting operational change initiatives
- Strong understanding of client servicing, operational processes, and service delivery controls
- Experience using performance metrics, KPI reporting, and data-driven insights to support decision-making
- Strong client relationship management skills
- Excellent written and verbal communication skills
- Strong analytical and problem-solving skills
- Effective issue and escalation management capability
- Ability to collaborate across functions and influence stakeholders
- Strong organizational and prioritization skills
- Proactive and client-focused approach
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