Team Manager - Client Services

Role Purpose :

Lead a global Client Services team supporting asset management firms, hedge funds, and brokerage firms. The role is responsible for ensuring high-quality client service delivery, driving operational excellence, improving processes, developing team capabilities, and expanding service offerings.

The ideal candidate is a strong people leader with a passion for client delivery, operational improvement, and team development.

Key Responsibilities :

Team Leadership & Management :

- Build, mentor, and develop a high-performing Client Services team.

- Foster a culture of accountability, collaboration, and continuous improvement.

- Monitor team performance, productivity, and morale.

- Identify skill gaps and implement training and development initiatives.

- Support hiring, onboarding, and talent development efforts.

Client Service & Stakeholder Management :

- Ensure all client queries are resolved within agreed service levels and quality standards.

- Act as a key point of contact for clients and external stakeholders.

- Build and maintain strong long-term relationships with senior client stakeholders.

- Manage escalations and ensure effective issue resolution.

- Understand client requirements and communicate them effectively to internal teams.

Operations & Process Excellence :

- Oversee day-to-day service delivery operations.

- Identify operational risks and implement mitigation strategies.

- Review and improve existing processes and operational controls.

- Maintain process documentation and knowledge repositories.

- Drive operational efficiency and service quality improvements.

Reconciliation & Payment Management :

- Oversee reconciliation and payment-related activities.

- Resolve reconciliation discrepancies and operational breaks.

- Respond to stakeholder queries related to reconciliation and payment processes.

- Ensure adherence to established procedures and controls.

Data Analysis & Reporting :

- Analyze operational and client-related data.

- Develop management information (MI) reports and performance dashboards.

- Identify trends, risks, and improvement opportunities through data analysis.

- Use data-driven insights to support decision-making and process enhancements.

Product & Business Improvement :

- Develop strong knowledge of business processes and software functionality.

- Identify opportunities to improve products, services, and workflows.

- Gather feedback from clients and stakeholders to support enhancements.

- Collaborate with cross-functional teams to drive improvements.

Required Qualifications :

Mandatory Skills :

- Proven experience leading and managing teams.

- Strong project coordination and stakeholder management skills.

- Experience driving operational improvements and process optimization.

- Excellent communication and presentation skills.

- Experience engaging with senior leadership and executive stakeholders.

- Strong relationship-building and interpersonal skills.

- Ability to understand and break down complex business processes.

- Ability to thrive in a fast-paced, collaborative environment.

- Bachelor's or Master's degree, preferably in Finance or Economics.

- Advanced Microsoft Excel and PowerPoint skills.

- Strong understanding of financial concepts and financial services operations.

Preferred Skills :

- Experience leading Client Services or Operations teams.

- Strong analytical and problem-solving abilities.

- Excellent attention to detail and organizational skills.

- Experience working with:

- Asset management firms

- Brokerage firms

- Custodial services

- Trade reconciliation

- Research management

- Payment operations

- Accounts Payable (AP), Accounts Receivable (AR), General Ledger (GL), or Treasury functions

- SQL and database knowledge.

- Familiarity with Agile methodologies and tools such as JIRA, Notion, or Slack.

- Demonstrated resilience, curiosity, and proactive problem-solving.

- Proven experience hiring, coaching, and developing talent.

Added Advantage :

- Financial certifications such as FRM or equivalent.

- Knowledge of financial regulations and compliance.

- Experience managing teams within regulated financial environments.