Client Service Operations Manager
Softcard (acquired by Google)
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • Washington • United States
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Salary
💰 $140,000 - $160,000 per year
About the role
- 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
- 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
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
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