Client Service Operations Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the client service operations job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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FK
F King
Furman
King
68518 Loren Manors
Phoenix
AZ
68518 Loren Manors
Phoenix
AZ
Experience Experience
05/2016 – present
San Francisco, CA
Asset Management Supervisory Manager Private Bank Client Service & Operations Delaware
San Francisco, CA
Asset Management Supervisory Manager Private Bank Client Service & Operations Delaware
05/2016 – present
San Francisco, CA
Asset Management Supervisory Manager Private Bank Client Service & Operations Delaware
05/2016 – present
  • Partners with Client Service and Operation Management regarding registered representative items, including regulatory inquiries, brokerage account issues, gift policy questions, outside business activities, employee personal trading and alert them to new compliance policies and procedures
  • Assist in the review, response and escalation of client complaints
  • Assist in the preparation for regulatory audits
  • Assist and coordinate internal examinations conducted by Compliance and Internal Audit. Responsibilities include representing management in demonstrating adherence to internal policies and procedures, as well as providing all necessary documentation in accordance with internal examiners' requests
  • Review and approval of Brokerage and Investment Management new accounts
  • Assist with the trading and processing of errors and approval of cancel/corrects. This includes identifying circumstances, taking market action when necessary to resolve the error and completing the error reporting. The Supervisory Manager will assign responsibility for errors as necessary
  • Review and assist with registration updates and employee pre-hires
11/2011 – 02/2016
New York, NY
Manager, Client Service Operations
New York, NY
Manager, Client Service Operations
11/2011 – 02/2016
New York, NY
Manager, Client Service Operations
11/2011 – 02/2016
  • Manages technical and management conference bridges during incidents
  • Establish the necessary action plans and develop solutions when service targets are not met
  • Manages, coordinates and delivers internal mandates and projects associated with the Event Management Center (Implementation Processes and Procedures)
  • Is responsible for the production of the monthly report, providing the client with SLA results and problem and change highlights
  • Ensures quality control of incident tickets according to the points of improvement raised
  • Recognized leader with a history proving a constant use of team spirit to create a competitive advantage
  • Communicates service results and enforces customer agreements with corresponding internal and external providers
04/2008 – 05/2011
Chicago, IL
Client Service Operations
Chicago, IL
Client Service Operations
04/2008 – 05/2011
Chicago, IL
Client Service Operations
04/2008 – 05/2011
  • Manage a cohesive plan across all work streams, ensuring a coordinated approach when utilizing client service individuals for input, testing, etc
  • Research and resolve operational inefficiencies, identify areas of improvement that will assist our group in reaching team sales goals
  • Management and mentoring of junior project management team members
  • Lead and direct project activities, meetings, understand dependencies, and manage timelines
  • Defect management
  • Management of consulting resources for projects
  • Work to become a subject matter expert in operational and sales support, share this expertise with the FCs, AD CSS and our business partners
Education Education
Bachelor’s Degree in Telecommunications
Bachelor’s Degree in Telecommunications
University of Delaware
Bachelor’s Degree in Telecommunications
Skills Skills
  • Able to maintain composure and professionalism in a fast-paced, busy environment
  • Ability to develop strong working relationships with Business and Technology counterparts as well as PBO production teams
  • Strong knowledge of Microsoft Office
  • Highly developed communication skills, both written and verbal
  • High level of attention to detail
  • Excellent organization skills
  • Ability to excel under pressure and to prioritize appropriate to respond to deadline sensitive requests
  • Knowledge of Wealth Management products and services
  • Proven ability to learn other software packages
  • Expertise with Microsoft Office Suite especially Excel
Create a Resume
1

Am-global Liquidity Client Service & Operations Resume Examples & Samples

  • Processing new and existing client transactions which consist of purchases, redemptions, exchanges, and wires
  • Researching, evaluating and responding to client requests and assisting with the dissemination of information pertaining to procedural issues
  • Possess a deep understanding of JPMorgan’s investment process and the individual mutual fund portfolios in order to effectively articulate detailed information about investment concepts, strategies and performance issues
  • Day-to-day management of transfer agent relationship and processes which will be an integral component in maintaining status as a premier global service provider with long term goal of maintaining our position as the #1 global liquidity provider in the industry
  • Working with internal partners; Client Advisors, Treasury Services, Marketing, T&O in order to deliver optimal service to clients
  • Flexible, time management, and ability to prioritize and work effectively to tight deadlines
  • Ability to perform in a high volume, high intensity environment
  • Good team player who values group collaboration
  • Detailed oriented, with the ability to work independently and multi-task effectively
  • Excellent listening skills
  • Possess an understanding of the mutual fund industry
  • Previous Transfer Agency/Fund Servicing experience is preferred
  • Versed in TA2000, AWD, and SARA applications a plus
  • Proficiency in Microsoft Office applications e.g. Word, Excel, etc
  • Bachelor’s degree (BS/BA) preferred
  • 1-3 years mutual fund experience. Previous client service and support experience preferred
  • Previous DST and RBC systems experience a plus
  • Ability to obtain FINRA Series 7 & 63 licensing within 60 days of employment
  • Exceptional candidate without previous mutual fund experience will be considered
2

Client Service Operations Resume Examples & Samples

  • Project Management including
  • Documentation of project team best practices and guidelines
  • Highly developed communication skills, both written and verbal
  • Ability to develop strong working relationships with Business and Technology counterparts as well as PBO production teams
  • Business Analysis and project management competency
3

Client Service Operations Change The Bank Gain Loss Resume Examples & Samples

  • Milestone tracking
  • Risk identification and assessment
  • Business analysis and requirement writing
  • Defect management
  • Management and mentoring of junior project management team members
  • Management of consulting resources for projects
  • MS Project and other Project management tools
  • Wealth Management experience a plus
4

Client Service Operations Change The Bank Specialist Resume Examples & Samples

  • Overall Program oversight including leading design and solution reviews
  • Test planning and execution including working closely with QA teams to plan overall testing strategy for a program
  • Able to maintain composure and professionalism in a fast-paced, busy environment
  • Ability to excel under pressure and to prioritize appropriate to respond to deadline sensitive requests
  • Strong knowledge of Microsoft Office
  • 5- 10 years related experience
5

Asset Management Supervisory Manager Private Bank Client Service & Operations Delaware Resume Examples & Samples

  • Analyze and review post trade exception reports and alert appropriate Supervisory Manager of exceptions for resolution, including penny stocks, derivatives, Senior Account Review and FINRA 2111
  • Partners with Client Service and Operation Management regarding registered representative items, including regulatory inquiries, brokerage account issues, gift policy questions, outside business activities, employee personal trading and alert them to new compliance policies and procedures
  • Support broader SM team in regards to operational related matters including corporate actions, manual reporting and broader operations related matters
  • Ensure all incoming and outgoing correspondence (e.g., emails, hardcopy, faxes, etc.) are reviewed in a timely manner
  • Review and approval of Brokerage and Investment Management new accounts
  • Review and approve gifts, and outside business requests, opening of new accounts and employee personal trading requests
  • Review and update team email lists for the surveillance as needed
  • Review and assist with registration updates and employee pre-hires
  • Review and work with Compliance on approval of Marketing Materials
  • Analyze and review trading activity, and -account holdings and client profile for suitability concerns and take action as required. on a monthly basis process cancel / corrects
  • Assist with the trading and processing of errors and approval of cancel/corrects. This includes identifying circumstances, taking market action when necessary to resolve the error and completing the error reporting. The Supervisory Manager will assign responsibility for errors as necessary
  • Approve updates to account information as needed
  • Approve suitability of accounts to participate in Private Equity, Hedge Funds and Structured Products
  • Assist and coordinate internal examinations conducted by Compliance and Internal Audit. Responsibilities include representing management in demonstrating adherence to internal policies and procedures, as well as providing all necessary documentation in accordance with internal examiners' requests
  • Assist in the preparation for regulatory audits
  • Analyze and approve accounts to transact in new issues
  • Assist in the review, response and escalation of client complaints
  • Answer respond to surveillance related inquiries from compliance
  • Strong interpersonal communication and listening skills are required
  • Strong understanding or interest around regulatory requirements and best practices for Brokerage and Private Bank environments
  • Strong organization and follow up skills
  • Ability to effectively communicate with all levels of personnel, including senior managers within and outside of the Private Bank
  • Requires 2-5 years experience in a Supervisory, Client Service or Compliance capacity with a Brokerage or Wealth Management firm
  • Requires the Series 7, 63, 8 (9&10), 24
6

Senior Manager, Client Service Operations Resume Examples & Samples

  • Manage a team of Client Operation Managers for a subset of BBM customers
  • Must be available 7/24/365 – on call pager duty (off-normal business hours)
  • Provide leadership and coaching to the latter management team
  • Potential to act as a dedicated or designated Incident Manager for subset of BBM customers. Incident Manager acts as the single point of contact for customer escalations and service assurance related issues
  • Participate and lead major new customer introductions into the Service Desk. Lead project from start to finish with expectation of seamless customer integration
  • Simplifies the customer’s experience
  • Interfaces with internal and external suppliers
  • Establish and maintain professional and productive relationships with various internal departments
  • Maintains high level knowledge of business processes
  • Work with customers, internal teams, partners and suppliers to establish, communicate and manage expectations
  • Evolve the role and accountabilities of various functions to meet business requirements
  • Strong problem solving skills with deductive reasoning capabilities
  • Able to develop and ensure the delivery of a business plan
  • Ability to think and present ideas abstractly
  • Recognized leader with clear track record of using teamwork to create competitive advantage
  • Bilingualism
  • Advanced understanding of key Bell operational processes (SA, SP, Change Mgmt, etc)
  • Strong knowledge of IT/Application support
7

Manager, Client Service Operations Resume Examples & Samples

  • Provide leadership and direction to a team of unionized CEP - Technicians who act as the customer’s single point of accountability for all their Service Assurance after sales support needs. The leader is ultimately responsible to manage a 7/24/365 unionized CEP workforce
  • Expand the business beyond today and tomorrow - Accountable to simplify the customer’s after sales support experience
  • Mobilize the team to execute on our strategic imperatives by clearly defining the operational plan
  • Maintains high level knowledge of service assurance business processes
  • Supervise and manage the overall performance of all staff within the business unit. Identifying problems, creating choices and providing alternative courses of actions
  • Accountable for overall management of workload and scheduling for the Service Desk
  • Analyzing, reporting, providing recommendations and developing strategies on how to improve customer service quality while optimizing productivity
  • Achieve business and organization goals, visions and objectives. Evolve the role and accountabilities of various functions within the desk to meet business requirements
  • Involved in employee selection, career development, succession planning and periodic training
  • Foster an environment where employees look forward to coming to work each day, enjoy the challenges and work as a team
  • Provide leadership and coaching to the staff. Coach and develop the team, including being accountable for additional cross-training and the introduction of new deals and/or technologies
  • Manage presence at work, medical, scheduling, payroll and vacation planning as well as general employee concerns
  • Establish and maintain professional and productive relationships with various internal departments (including the Incident Management teams). Provide input and support to various internal teams during the introduction of new deals. Work with customers, internal teams, partners and suppliers to establish, communicate and manage expectations
  • Genuine desire and ability to lead, coach and develop employee talent
  • Excellent communication skills (written and verbal) and ability to tailor to various audiences
  • Working knowledge of core operations processes & service organizations
  • Budget and financial acumen an asset
  • ITIL certification or a solid understanding of the ITIL methodology
  • Advanced understanding of key Bell operational processes (Service Assurance and Service Provisioning, etc)
8

Client Service Operations Resume Examples & Samples

  • Must have excellent communication skills oral and written - including the ability to write and listen carefully and convey information accurately
  • Must be able to work with a wide variety of different teams within the firm to drive Issue Resolution or to drive Project Deliverables
  • Must be able to communicate and frame issues for senior management to allow for understanding and to drive solutions
  • Promote collaboration and team work and willingness to help others in and across the firm
  • Demonstrate active learning-continuously seeking opportunities to develop a deeper understanding of the business
  • Expertise with workflow systems and concepts is preferred, primarily Business Process Modeling
  • Experience leading UAT Testing Projects and in depth familiarity of the SDLC
  • Expertise with Microsoft Office Suite especially Excel
  • Previous experience with Legacy Morgan Stanley internal systems is preferred
  • Previous New Account experience is preferred
  • Proven ability to learn other software packages
  • Years of Experience: 3-5
9

Client Service & Operations Consultants Resume Examples & Samples

  • Experience in a similar role and an understanding of a call centre and/or operations environment
  • Professional communication skills, able to clearly explain complex concepts over the phone
  • Strong problem solving skills and ability to follow processes and procedures
  • The ability to adapt to change with ease and be resilient to cope with challenging tasks
10

Manager Client Service Operations Resume Examples & Samples

  • Effectively manage the customer relationship, addressing any client escalations and influencing the clients’ service level ratings of the team
  • Provide support and escalation where necessary to ensure that client service level targets are met for incidents, changes and MACD’s
  • Ensure that all change introduced to the customer environment have been fully reviewed and compliant with all processes
  • 10 years or more industry experience
  • Working knowledge of the ITIL methodology
  • Meticulous and adherence to quality delivery at all times
  • Interest in acquiring technical and business knowledge relating to one or many customers
  • Proven consulting, communication, negotiation and presentation skills at technical level
  • Proven coaching/training abilities
11

Manager, Client Service Operations Resume Examples & Samples

  • Act as the single point of contact for customer escalations for all service assurance issues
  • Enhance the customer’s service assurance experience
  • Provide leadership and direction to a team of unionized CEP - Technicians and Associates who act as the customer’s single point of accountability for all their Service Assurance needs
  • Maintain a high level of knowledge of the service assurance business processes
  • Interface with various internal (including the Staff Management teams) and external groups (partners and suppliers)
  • Build and maintain strong relationships to deliver on business requirements and meet customer expectations
  • Ability and desire to lead and coach
  • Very organized and has aptitude for coordination of initiatives across many teams
  • Proven consulting, communication and negotiation skills
  • Working knowledge of core operational processes & service organizations
12

Manager, Client Service Operations Resume Examples & Samples

  • Accountable for all customer Service Level Agreements on all services (VMS, MISN and Contact Centre) as a Problem and Change Manager
  • Provide detailed service result reports based on customer needs
  • Meet with customers on a regular basis to present service results and explain action plans
  • Communicates service results and enforces customer agreements with corresponding internal and external providers
  • Participate in the introduction of new technologies
  • Establish the necessary action plans and develop solutions when service targets are not met
  • Analyze trends of service results
  • Accountable to produce and present executive monthly reports to the customer including SLA, incidents, problems and changes
  • Locate root causes as a Problem Manager and implements corrective measures through the Change Management process
  • Implementation and upkeep of the weekly dashboard for main problem cases
  • Also takes on the Change Manager role, presents projects and answers the client’s questions for reviews or change requests
  • Is responsible for the production of the monthly report, providing the client with SLA results and problem and change highlights
  • Reviews the dashboard and SLA results on a monthly basis in order to reach a consensus
  • In depth knowledge of MISN (data) and VMS (IP Voice) services, Contact Centers as well as Legacy voice services
  • Ability to produce reports a major asset
  • Professional and at ease with customers
  • Client oriented
  • Is comfortable in an environment where teamwork is essential
  • Conscious awareness
  • Efficient stress management
  • Autonomous
  • Good decision-making skills
  • Knowledge of the Service Assurance and Provisioning process (Asset)
  • In depth knowledge of ITIL processes
  • In depth knowledge of the Microsoft Office suite
  • Available 24/7/365 for escalations
  • College or University degree in telecommunications
  • 5 years of experience in the telecom sector as an incident/problem/change manager or equivalent experience
13

Manager, Client Service Operations Resume Examples & Samples

  • Simplify the customer’s experience by maintaining an expert knowledge of the client contract and service level agreements
  • Maintain high level of ITIL Service Desk knowledge to effectively support incident, major incident, problem, change, service request, and configuration management
  • Together with other members on the team, act as the single point of contact for customer escalations and service assurance related issues
  • Perform and act on trending analyses for incident, problem and change management
  • Actively participate in all incident, problem, and change reviews
  • Identify gaps in processes, make recommendations, and implement
  • Establish and maintain professional and productive relationships with the customer’s Senior Management team
  • Maintain sufficient level of technical product knowledge
  • Ability to deliver outstanding service in a constantly evolving environment
  • In depth knowledge of telecommunications industry
  • Clear track record of using teamwork to create a competitive advantage
14

Senior Manager, Client Service Operations Resume Examples & Samples

  • Maintain operational support documentation, both internal and customer facing
  • Work with customers, internal teams, partners and suppliers to establish communicate and manage expectations
  • Provide leadership and coaching to internal teams in order to meet and/or exceed assigned objective targets
  • 15 years or more industry experience
  • Ability to work in a time sensitive and high pressure environment
  • Available 7/24 for escalations
  • Creative and solution oriented
15

Client Service Operations Associate Resume Examples & Samples

  • Excellent communication skills: Written and Oral
  • Exceptional problem solving skills and attention to detail
  • Ability to manage standards around attendance, performance metrics, and service quality
  • Proactive in contributing to the success of the team through process improvements and information sharing
  • Displays the ability to manage time between people and projects effectively
  • Intellectual curiosity and creativity
  • Innovative, and interested in hands on planning of projects & initiatives
  • Embraces the Firms Core Values
  • Average team size of 12 - 15 service professionals
  • Series 7 preferred
16

Client Service Operations Specialist Resume Examples & Samples

  • Formal performance evaluations and career development to include ensuring Service Professionals are accountable for meeting the organizations performance expectations, with a focus on service quality and efficiency
  • Coaches and provides feedback to representatives regarding service and telephone time management
  • Monitors calls and reviews other work product (or receives feedback from Quality Reviews) to ensure that firm policy is upheld and industry and compliance regulations are met
  • Resolve escalated internal and external client inquiries
  • Supports management in new product training and orientation and participates in the recruiting and hiring of new Service Professionals
  • Management experience or equivalent management school/training
  • Cultivates teamwork
  • Aspires to learn and grow
  • Builds strong, lasting relationships of camaraderie
  • Continuously seeks to improve the delivery of World Class Service
  • Values the relationship between Wealth Advisors and their Ultra High
  • Net Worth Clients
  • Responds to the expressed and unexpressed needs of their team and clients
  • Understand how to provide a unique, memorable and personalized Service Experience
  • Owns issue resolution from end to end, ensuring accurate and complete resolutions in a timely manner
  • Professional in appearance, language and behavior
  • Embraces the firms Mission and Business Principles
  • Empowered to make decisions and create change
  • Preferred Series 7 and 63 licenses
17

Senior Manager, Client Service Operations Resume Examples & Samples

  • Manage a team of L1 and Incident/Problem Managers for a subset of BBM customer(s)
  • Must be available 7/24/365 – for escalation
  • Provide leadership and coaching to the team
  • Stablish and maintain professional and productive relationships with various internal departments
  • Solid understanding of telecommunication industry, including competition, echnology, products and regulatory issues
  • Advanced understanding of key Bell operational processes (SA, SP, Change Management, etc)
18

Client Service Operations Manager Resume Examples & Samples

  • Knowledge of financial services, asset management and/or investment operations
  • Leadership and organizational skills to develop periodic goals and to manage and motivate team members towards achieving the goals set
  • Ability to coach and develop team members
  • A college or university degree and/or 5-10 years of relevant work experience
  • Previous Financial Industry Operations, Asset Management and/or Investment Operations experience
  • Previous management or supervisory experience
  • Previous client management and client service experience in a service oriented environment
19

Client Service Operations Resume Examples & Samples

  • Manage a cohesive plan across all work streams, ensuring a coordinated approach when utilizing client service individuals for input, testing, etc
  • 10 - 15 years of experience in program/ project management, process engineering or strategy within a financial services or operations environment
  • Problem solving skills: The candidate must have the ability to identify complex risks early and develop actionable mitigation plans
  • Communications skills: The candidate must be able to concisely explain complex issues. The candidate must also possess strong written and oral communication skills
20

VP-internal Client Service / Operations Resume Examples & Samples

  • Directly responsible for the divisions’ Client Relationship Management and/or service. Ensure the Relationship Managers are in constant communication with Distribution creating a tag-team approach with the client
  • Determine the scope and responsibilities of the Client Services teams; where applicable, research and leverage other resources & expertise within the organization. Failure to do so could result in the loss of revenue for the Division
  • Collaborate with senior members both external and internal e.g. Portfolio Managers/CCO/Senior Counsel/Head of Operations etc. to address unresolved issues and negotiations
  • Partner with Senior Management throughout the organization - e.g. Legal, Global Marketing, Global Investment Adviser Compliance, Tax and other pertinent business units to ensure that the account requirements are clearly communicated and supported. Failure to do so could result in the loss of revenue for the Division
  • Represent U.S. Client Services as the subject matter expert Internally/externally
  • Regularly meet with the senior leaders in Client Services to strategize and review the on-boarding, redemption-in-kind, new account set-up and all other related task for the various investment vehicles
  • Directly responsible for the decisions and resolution of critical and complex issues & industry changes
  • Meet weekly with the distribution channel Heads to discuss issues, industry changes, legal/compliance and other business unit initiatives
  • Determine, and oversee the development and implement of process’s & written procedures
  • Ensure that the department leaders are working closely with Legal, Product Management, Compliance and other business units as deemed necessary regarding the review of Prospectus, SAI, Legal agreements, Investment Guidelines to ensure accuracy and adherence to the rules and guidelines set forth within those documents. Failure to do so could result in the loss of revenue for the Division
  • On an ongoing basis ensure that department leaders audit various legal agreements, inclusive of monthly/quarterly compliance certifications for accuracy and adherence to the documents requirements
  • Attend Industry forums representing FT
  • Lead/participate in projects which will assist in keeping the department up to date and running at maximum efficiency
  • 10+ years related experience in the mutual fund or financial services industry
  • 5-7 years supervisory/manager experience
  • Management experience within a corporate environment, direct client contact with Sr. heads of business with a focus on staff development,
  • Team building, client collaboration, and employee engagement
  • Solid knowledge of mutual fund, separate/sub-advised markets, including investment vehicles and industry regulations, and research methodologies
  • Solid knowledge of the variable annuity Insurance channel
  • Solid knowledge of the Institutional, Consultant, Investment only channel
  • Series 7 or 24
  • Excellent ability to communicate effectively both orally and in writing and to establish and maintain cooperative working relationships with persons contacted in the course of performing assigned duties
  • Above average ability to maintain updated knowledge of procedures, products and activities of assigned area
  • Excellent ability to adhere/respond to established time frames and schedules
  • Above average ability to perform mathematical calculations and analyses
  • Above average ability to exercise independent judgment consistent with department guidelines
  • Excellent ability to make decisions independently within the context of NAAS Sales directives
  • Excellent ability to develops solutions to a variety of complex problems; ensures solutions are consistent with organization objective
  • Excellent ability required to multi-task with very complex issues/tasks
21

Manager Client Service Operations Resume Examples & Samples

  • Provide leadership and direction to a team of unionized CEP - Technicians and Associates who act as the customer’s single point of accountability for all their Service Assurance needs. The leader is ultimately responsible to manage a 7/24/365 team of unionized CEP workforce
  • Interface with various internal (including the Incident Management teams) and external groups (partners and suppliers). Build and maintain strong relationships to deliver on business requirements and meet customer expectations
  • Recognized leader with a clear track record of leveraging teamwork to create a competitive advantage
  • Very organized and aptitude for coordination of initiatives across many teams
  • Solid understanding of the telecommunications industry (including competition, technology, products and regulatory issues)
  • Budget and financial acumen (an asset)
  • Minimum of 3+ years of relevant or equivalent experience (Service Assurance background experience if possible)
  • Business, Engineering university degree, or equivalent experience
22

Global Client Service Operations Business Analyst Resume Examples & Samples

  • Provide effective and timely support by assisting with and executing day-to-day Global CSO activities. Essentially primary responsibilities include responding to and processing documentation in connection with key CSO business process segment areas including
  • Client resource management staffing requests (response for US and non US requests)
  • On-boarding requirements for assigned Staff (“resources”) and Subcontractors (orientation, and compliance monitoring & management)
  • Financial management (expense management and billing support, including cash application, accrurals, and timesheet reconcilitation)
  • Performance reporting, metrics, and financial analysis (coordination & data compilation)
  • CSO meetings (preparation of materials)
  • Issues management (interact with CSO team and key stakeholders to resolve problems and respond to client and internal management inquiries and needs)
  • Special projects, ad-hoc requests, and ongoing process improvement initiatives (initiate, lead, and participate as requested by CSO management)
  • Strong organizational skills with the ability to prioritize, coordinate, and complete multiple tasks
  • Analytical mindset, detail orientation and deadline-focused
  • Experience with financial reconciliation
  • Team orientated and strong work ethic
  • A focus on stong client service and responsiveness
  • Adherence to strict confidentiality policies
  • Hands-on experience with Microsoft products, specifically Excel and Access
  • Must possess a professional demeanor and effective interpersonal skills and be comfortable interacting with all levels of the organization
  • Four or more of years of relevant professional experience, preferably within a PMO function
  • Experience within the financial services or consulting industries is a plus
  • Process analysis/improvement skills
  • Bachelor’s degree in Accounting, Business, Management or a related field
23

Client Service Operations Analyst Resume Examples & Samples

  • Create standardized reports and KPIs for senior management
  • Work with internal teams to deliver standard and ad hoc reports to meet the needs of the business
  • Assist with creation and maintenance of report library
  • Coach, guide, and assist Associate Operations Analyst to drive the standardized request and control process to ensure consistent and reliable reporting
  • Deploy and execute processes to maintain clean and scalable data capture
  • Train internal organization on reporting systems and report usage
  • Participate in the design and process definition to build and improve on the reporting library and adoption
  • Bachelor’s Degree with 2-4 years of business intelligence / reporting or relevant experience
  • Strong reporting capabilities (SFDC, SSRS, SQL, JIRA, Excel, Power BI, Tableau, Wave Analytics, etc)
  • Familiarity with database design, and data governance policies
  • Understanding of client service best practices, preferably leveraging ITIL
  • Familiarity with the business and key business drivers
  • Ability to interface effectively with internal teams
  • Strong written and verbal communications with excellent attention to detail
24

Client Service Operations Manager Resume Examples & Samples

  • Lead a team of 10-15 Client Services Professionals with the potential to significantly expand responsibilities in 6-12 months
  • Implement processes to drive productivity, client and employee satisfaction and support the business strategy
  • Lead key initiatives to improve Service Operations
  • Update senior management about team/client performance and initiatives
  • Provide staff regular coaching, feedback and career guidance
  • Resolve issues through effective decision-making, collaboration and leadership
  • Ensure service levels and performance are met
  • Partner with management team to plan and monitor team’s financial budget, forecast and actual performance
  • Seeking strong and dynamic leader that can drive change and process improvement
  • Requires 10+ years of business experience in Financial Services or Operations
  • Requires 3 years management experience
  • Commercial Card experience is a plus
  • Strong ability to partner and collaborate with peers and business partners
  • Exhibit strong analytical skills and reliable decision-making skills
  • Effective negotiation skills and proven management experience
  • Exceptional attention to detail, follow-through and results orientated
  • Ability to successfully multi-task and prioritize across tactical and strategic initiatives
  • Excellent verbal, presentation and written communication skills
  • Microsoft Office expertise (Excel, PowerPoint, etc.) and SharePoint
25

Director, Client Service Operations Resume Examples & Samples

  • Provide leadership and direction to service assurance leaders who are ultimately responsible and manage a 7/24/365 who act as the customer’s single point of accountability for all their Service Assurance after sales support needs
  • Comfortable interfacing with internal and potential external stakeholders/clients
  • Expand the business beyond today and tomorrow - Accountable to deliver, transform, simplify and optimize the customer’s after sales support experience
  • Accountable for the business strategy development of the Service Desk (i.e. Sell ideas, concepts and strategies to all levels within the organization through understanding of the internal/external clients’ business, plans, and strategic objectives)
  • Supervise and manage the overall performance of all the service assurance leader staff within the business unit. Identifying problems, creating choices and providing alternatives courses of actions
  • Interface with various internal and external supplier. Build and maintain strong relationships with all vendors in the portfolio to ensure they deliver on business and customer requirements
  • Accountable for overall management of workload and capacity across the various Service Desks
  • Analyzing, reporting, giving recommendations and developing strategies on how to improve customer service quality while optimizing productivity
  • Provide leadership and coaching to the management team. Coach and develop the team, including being accountable for additional cross-training and the introduction of new deals and/or technologies
  • Establish and maintain professional and productive relationships with various internal departments (including the Incident Management teams). Provide input and support to various internal teams during the introduction of new deals. Participate and lead major new customer introductions into the Service Desk. Work with customers, internal teams, partners and suppliers to establish communicate and manage expectations
  • Genuine desire and ability to lead coach and develop employee talent
  • Ability to think and present ideas abstractly and concisely
  • Budget and financial acumen
  • Very organised and aptitude for coordination of initiatives across many teams
  • Excellent communication skills (written and verbal) and ability to tailor to various audiences – Bilingual (English and French)
  • Minimum of 5+ years of relevant or equivalent experience (Service Assurance background experience if possible)
  • Advanced understanding of key Bell operational processes (Service Assurance and Service, etc)
26

Senior Manager Client Service Operations Resume Examples & Samples

  • Provide leadership and direction to frontline staff managers who are ultimately responsible and manage a 7/24/365 team of unionized CEP - Technicians and Associates who act as the customer’s single point of accountability for all their Service Assurance after-sales support needs
  • Expand the business beyond today and tomorrow - Accountable to simplify the customer’s after-sales support experience
  • Sell ideas, concepts and strategies to all levels within the organization through understanding of the internal/external clients’ business, plans, and strategic objectives
  • Mobilize the organization to execute on our strategic imperatives by clearly defining the operational plan
  • Maintain high level knowledge of service assurance business processes
  • Supervise and manage the overall performance and development of all staff within the business unit by identifying problems, creating choices and providing alternatives courses of actions
  • Interface with various internal and external suppliers. Build and maintain strong relationships with all vendors in the portfolio to ensure they deliver on business and customer requirements
  • Accountable for overall management of workload and scheduling across the various Service Desks
  • Analyse, report, give recommendations and develop strategies on how to improve customer service quality while optimizing productivity
  • Achieve business and organization goals, visions and objectives. Evolve the role and accountabilities of various functions to meet business requirements
  • Interface and collaborate with various local Union Leaders on initiatives, grievances, Arbitration, Collective Bargaining agreement discussions, etc
  • Manage union grievances, presence at work, medical cases with provider and various other employee concerns
  • Establish and maintain professional and productive relationships with various internal departments. Provide input and support to various internal teams during the introduction of new deals. Participate to introduce new customers into the Service Desk. Work with internal teams, partners and suppliers to establish, communicate and manage expectations
  • Strong pragmatic problem solving skills with deductive reasoning capabilities
  • Solid understanding of telecommunication industry, including competition, technology, products and regulatory issues
  • Working knowledge of core operation processes & service organizations
  • Strong knowledge of Voice, Data and IP business solutions
27

MYS Ctsm KL Head of Client Service Operations Resume Examples & Samples

  • Manage Client Service operations team of 50+ officers
  • Work closely with CEs, Operations and Sales teams to manage client queries and escalations
  • Ensure all client transactions are processed without delays
  • Coordinate with Product / Client Service teams to understand and implement client requirements around customized processes and reporting
  • Assist in Client inward / outward migrations
  • Measure key performance metrics for the team and publish the same on a periodic basis
  • Conduct regular Service review with key clients and publish KPIs for them
  • Develop good working relationship with operations seniors at Client side
  • People Management – Manage work / client allocation within the team, create backups, develop talent and build bench strength to increase resilience
  • Knowledge Management – Ensure all processes are documented and kept up to date; all non-standard processes are made available to core and backup team members; best practices/processes/key learnings are shared across teams
  • Strong client management and influencing skills; excellent verbal and written communication skills; should be able to take initiative and drive discussions with internal stakeholders and clients,
  • Minimum 8 – 10 years of relevant experience
  • Proven track record of managing client interactions and service
  • Securities Services Operations experience
28

Client Service Operations Associate Resume Examples & Samples

  • Establish client Commission Management Programs in trade allocation systems
  • Research and resolve discrepancies between CMG databases and client agreements
  • Monitor CMG balances vs. Firms Balance Sheet. Adjust CMG database as needed or coordinate required GL adjustments through divisional controller groups
  • Conduct reviews of functions performed to ensure quality assurance
  • Review KPI and KRI's to ensure completion of tasks meet pre-defined thresholds
  • Prepare and present client statements, related to CMG business and client trading activity
  • Set up new CCA vendors
  • Initiate payments for client research invoices
  • Monitor reporting of outstanding payments
  • Maintain and develop relationships with internal and external clients
  • Provide ongoing training to ensure adherence to policies and procedures within offshore vendors
  • Devise and employ new technology to capitalize Straight Through Processing, speed and accuracy of systems, procedures, and improvement of processes
29

VP, FCC Client Service Operations Manager Resume Examples & Samples

  • The role will require performing and managing day to day client service functions for Futures, OTC and Open Collateral and providing management responsibilities for Client services team in NY or Tampa
  • This role will offer extensive exposure to senior management of the business, region, and other firm-wide partners. The team operates in a global functional model with close adjacencies to Prime Finance and Custody Service
  • Development and administration of Service, control, and management metrics. Lead Client service strategy and initiatives including catalogue of service / taxonomy, email and telephony metrics, measurement, service training, and cost per activity and score carding analysis. Identify client gaps and opportunities for clients and develop solutions to remediate. Focus on bespoke reduction and tracking metrics to ensure targets are achieved. Assist in the governance of client measurement in regular meetings with business partners
  • Leadership/ Management experience
  • Results/task orientated with excellent attention to detail
  • Strong leadership/ management experience
30

FCC OPS Client Service Operations, AVP Resume Examples & Samples

  • The role will require managing day to day client service functions for Futures, OTC and Open Collateral. In addition, this role will offer exposure to senior management of the business, region, and other firm-wide partners. The team operates in a global functional model with close adjacencies to Prime Finance and Custody Service
  • Perform business analysis and manage strategic projects and initiatives: discretionary projects and initiatives. These initiatives include client-facing, front to back, new businesses and collateral management. Work closely with business partners, line management, technology, and subject matter business analysts
  • Degree in Business, Operations Management, Finance, Accounting or related discipline
  • Financial industry/ Client Service experience
  • Business Analysis/ Process reengineering/ Six Sigma/ LEAN experience
  • Ability to manage and prioritise effectively and resolve conflicting priorities
31

Client Service Operations Specialist Resume Examples & Samples

  • 5-7 years of experience in a professional services environment is highly preferred
  • Strong Project Management background in driving discipline and governance
  • Demonstrated impact in similar operations management role or a minimum of 2 years
  • Excellent communication skills, with an eye for detail
  • Ability to work well under pressure
  • Ability to work flexible hours to support global team
  • Structured, creative, collaborative and action-oriented mindset​
32

Manager, Client Service Operations Resume Examples & Samples

  • Follows major incidents and incidents in order to meet different metrics (SLA / SLO / OLA / UC / KPI) up to its resolution
  • Ensures that automated notifications work and are aligned with SLAs
  • Ensures that incident procedures are up-to-date, respected and understood
  • Ensures that the process is understood and followed up and recommends areas for improvement
  • Provides post mortem, ensures content is delivered within prescribed time limits and follows associated actions
  • Participates in client status appeals as required
  • Identifies gaps and leads for training for technicians
  • Initiates hierarchical escalations as well as customer and internal incidents
  • Performs reports and status reports as required, at prescribed frequency
  • Act as a single point of contact for the clients it represents
  • Manages technical and management conference bridges during incidents
  • Set up emergency response units for major incidents or major problems
  • Ensures quality control of incident tickets according to the points of improvement raised
  • Manages, coordinates and delivers internal mandates and projects associated with the Event Management Center (Implementation Processes and Procedures)
  • Recognized client management skills
  • Strong problem-solving skills and a strong sense of analysis and deduction
  • Strong understanding of the telecommunications sector, including competition, products and regulatory issues
  • Knowledge of the core business processes and service organizations (ITIL, ISO)
  • Above average skills in consultation, communication, negotiation and presentation at the technical and management levels
  • Recognized leader with a history proving a constant use of team spirit to create a competitive advantage
  • Recognized skills in process implementation
  • Be available to work nights and weekends
33

Client Service Operations Supervisor Resume Examples & Samples

  • Provide world class service for external and internal customers to ensure complete satisfaction
  • Supervise, guide and mentor a care team of agents in the National Customer Care and Billing Center
  • Lead team to attain productivity goals, response times and quality of service; manage daily reports and be a backup support for sister team
  • Own the resolution of escalated issues for customer responsiveness and quick resolution
  • Complete projects as needed
34

Head of Client Service, Operations Resume Examples & Samples

  • Management experience for 2-3 staff
  • Project management skill set
  • Experiences of off shoring project (preferred)
  • About 5 years + experience working in similar function in the financial industry
  • Native level of Japanese with business level of English language skills
  • Products knowledge with a focus on structured products. Strong knowledge in either Equity or Fixed income derivative products
  • Familiarity with the financial regulatory environment
  • Accuracy / Swiftness / Attention to detail / Ability to work under pressure
  • Proactive approach seeking improvements / Willingness to learn and develop new areas and products
  • Excellent communication skills with experience in communicating with Japanese clients as well as overseas internal teams
  • Good working knowledge in MS office tools. Other technical knowledge is a plus
35

Client Service Operations Resume Examples & Samples

  • Degree in a relevant subject matter
  • Ideal candidate will have worked in a Client Service position previously or have worked in a trade / post trade environment and have a demonstrated service skillset
  • Client Focus ?Effectively handles difficult requests, builds trusting, long-term relationships with clients and manages client/business expectations as well as being able to view problems through the eyes of the client
  • Business Focus - Understanding of operational workflows
  • Teamwork ?Strong team player, collaborates with others within and across teams, encourages other team members to participate and contribute and acknowledges the contributions of others
  • Creativity & Innovation - Looks for new ways to improve current processes and develop creative solutions that are grounded in reality and have practical value