Are you ready to take the lead in delivering exceptional service quality across a diverse range of mutual fund products? We are seeking a dynamic Operations Service Delivery Manager to spearhead our dedicated team, ensuring top-tier service for our valued clients. In this pivotal role, you will manage client interactions, oversee escalations, and communicate key performance indicators to senior management.

As an Operations Service Delivery Manager within the Fund Accounting Service Delivery Team, you will lead the location team responsible for ensuring high quality services across all mutual fund product offerings. On a daily basis you will be responsible for leading the team servicing a diverse client base, managing escalations and communicating status updates and KPIs to senior management. You will also be accountable for building and maintaining a network of partners throughout the organization in order to promote client focus and drive overall service quality.

Job responsibilities:

Lead the team responsible for all client interactions for multiple key clients within Fund Accounting. Build & maintain stable relationships with the clients to support key interactions and seamless escalation. Represent Fund Accounting in all client & internal interactions Be responsible for client on-boarding, off-boarding and fund events, as well as issue management, investigation, escalation and remediation, and daily BAU query management and resolution Implement client and regulatory driven changes to operating model while being the primary escalation point for issues, service and progress updates Work across the organization to determine process improvements and drive the roll out of key firm-wide operational initiatives Maintain close partnership with internal stakeholders 

Required qualifications, capabilities, and skills:

10-15 years of experience in Fund Accounting operations Technical-savvy, demonstrating skills within accounting principles and theories Ability to demonstrate strategic thinking combined with strong analytical skills Inclusive leadership and staff development skills with prior team management experience Ability to make balanced decisions and effectively represent our brand. Ability to deliver amid continuous change in a high paced environment Ability to collaborate  with clients and effectively manage client expectations

Preferred qualifications, capabilities and skills: 

Experience working across multiple business areas and functions to deliver results Excellent written and verbal communication and presentation skills  Experience within Change Management