Client Service Operations Manager

Softcard (acquired by Google)

. Oversee daily SMA Client Service operations - including onboarding, transaction processing, settlements, and reconciliation - ensuring accuracy, timeliness, compliance, and adherence to SLAs.

Posted 3/10/2026full-timeNew York City • New York, Washington • 🇺🇸 United StatesJuniorMid-Level💰 $140,000 - $160,000 per yearWebsite

About the role

Key responsibilities & impact

Oversee daily SMA Client Service operations - including onboarding, transaction processing, settlements, and reconciliation - ensuring accuracy, timeliness, compliance, and adherence to SLAs.
Lead, coach, and develop team members through hands-on support, mentorship, and performance feedback to strengthen skills and drive overall team success.
Establish and maintain rigorous quality standards while effectively allocating resources to maximize productivity and deliver consistently high-quality results.
Partner with the COO team to manage Client Service deliverables tied to new platform onboarding initiatives, coordinating closely with cross‑functional and external stakeholders.
Serve as the primary escalation point for operational and transaction-related inquiries, ensuring prompt and effective resolution.
In partnership with the Head of SMA Service, develop, document, implement, and own an SMA quality assurance program to ensure service accuracy, consistency, and operational excellence.
Co-develop and implement a quality assurance framework, including SLAs, for shared service providers, ensuring reliable and high‑quality service delivery.
Identify and execute continuous improvement initiatives focused on efficiency gains, risk reduction, and client‑experience enhancements while maintaining a strong client‑centric mindset.

Requirements

What you’ll need

Strong leadership abilities with proven experience guiding people or projects, supported by critical thinking and effective problem-solving skills.
Excellent communication skills and a collaborative mindset when working with internal teams and external partners.
Ability to build relationships, influence stakeholders, and partner across multiple departments to deliver a seamless client experience.
Experience and understanding of separately managed account (SMA) structures, workflows, and operational processes.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) with strong technical aptitude.
Prior people or project management experience, ideally 2+ years within an SMA environment (preferred).
Required licenses (or willingness to obtain S7/S63 within six months of hire).
Familiarity with APX, Salesforce, Workday, platform/sponsor firms, and other processing systems; highly organized and detail-oriented.

Benefits

Comp & perks

Flexible paid time off
Hybrid work schedule
401(K) matching of 100% up to the first 6% with a discretionary supplemental contribution
Health & wellbeing benefits
Parental Leave benefits
Employee stock purchase plan

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SMA structurestransaction processingsettlementsreconciliationquality assurancecontinuous improvementefficiency gainsrisk reductionclient experience enhancementsproject management

Soft Skills

leadershipcritical thinkingproblem-solvingcommunicationcollaborationrelationship buildinginfluencing stakeholdersmentorshipteam developmentclient-centric mindset

Certifications

S7 licenseS63 license