Client Service Operations Resume Samples

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F King

Furman

King

68518 Loren Manors

Phoenix

+1 (555) 941 5962

68518 Loren Manors

Phoenix

Phone

p +1 (555) 941 5962

Experience Experience

Chicago, IL

Client Service Operations

Chicago, IL

Von LLC

Chicago, IL

Client Service Operations

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

New York, NY

Manager, Client Service Operations

New York, NY

Jacobson Inc

New York, NY

Manager, Client Service Operations

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

present

San Francisco, CA

Asset Management Supervisory Manager Private Bank Client Service & Operations Delaware

San Francisco, CA

Ullrich-Schuster

present

San Francisco, CA

Asset Management Supervisory Manager Private Bank Client Service & Operations Delaware

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

Education Education

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

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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

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

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

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

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

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

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)

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

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

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

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

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

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

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

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

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

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)

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

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

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

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

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

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

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

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)

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

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

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

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

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

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

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

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

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

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

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