Manager, Americas Client Service Operations

About the role

The Manager, US Client Operations, is a strategic leader responsible for overseeing the delivery of exceptional client service across the organization. This role ensures operational excellence, consistency and scalability while continuously enhancing the client experience. The Manager has line management responsibilities for operational servicing personnel in the region, leads cross-functional initiatives, oversees our third-party vendor relationships, and partners with regional leaders to establish a unified global service model.

Key Responsibilities

• Lead and manage the US CSO team, including daily operational support, issue resolution, and ongoing client communications.
• Partner with regional client operations leaders to build and maintain a consistent global client servicing model, ensuring alignment on standards, processes, and best practices.
• Drive transformation initiatives that are aligned to the firm’s overall strategic roadmap.
• Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure excellence in client support.
• Develop and implement scalable processes that enhance the client experience while improving internal efficiency.
• Analyze trends in client issues and feedback to inform product and process improvements.
• Collaborate with cross-functional leaders (Client Platform, Investment Platform, Infrastructure Platform) to resolve complex client challenges, anticipate evolving needs, and deliver scalable, client-centric outcomes.
• Mentor and develop a high-performing, client-focused team.
• Manage budgets and relationships with third-party providers to ensure quality, compliance, and alignment with client service standards.
• Serve as a senior point of escalation for high-impact client concerns.

Requirements

• 10+ years of experience in client operations, investment operations, or related field, with at least 5 years in a leadership role.
• Proven success building and scaling teams in a fast-paced environment.
• Proven track record of leading transformation and continuous improvement efforts, including redesigning processes, improving service models, and driving measurable efficiency and client experience gains.
• Excellent organizational, communication, and leadership skills.
• Strong analytical and problem-solving abilities.
• Experience managing third-party service providers or outsourced teams, including contract oversight, SLA adherence, and performance reviews.