Vice President, Investor Services Operations
Hybrid · Boston, Massachusetts, United States or Westborough, Massachusetts, United States
Job Summary
As Vice President, Investor Services Operations (Client Operations Manager) in Boston, MA, you will own the end-to-end service relationship for premier clients across all operational deliverables and service interactions. You’ll serve as the primary operational contact for client inquiries, issue management, and service-related matters, and build strong relationships with senior client stakeholders including Transfer Agency oversight leaders. You will lead and coordinate the operational delivery of client change initiatives, identify service issues and risks, drive process improvements, participate in and lead client service review meetings, deliver benchmarking and data-driven insights to support discussions, promote efficiency by reducing manual processes and aligning to standard operating models, and manage client escalations through investigation and action planning. The role requires a Bachelor’s degree or equivalent, experience in client operations or related financial services, and strong communication, analytical, and problem-solving skills. Desired qualifications include experience with senior stakeholder interactions, Transfer Agency knowledge, benchmarking, and opportunities for standardization and automation.
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
- Preferred: Experience interacting with senior client stakeholders
- Preferred: Knowledge of Transfer Agency operations and oversight
- Preferred: Experience with benchmarking, service reviews, and continuous improvement initiatives
- Preferred: Ability to identify opportunities for standardization, automation, and service enhancement
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