Vice President, Client Services (Operations Manager) - Parametric

About the role

The VP - Manager, Operations (Client Service) is responsible for leading Parametric's global Client Service function, overseeing a team of approximately 45 professionals across the U.S. and India. This role is accountable for the delivery of a consistent, high-quality client service experience across Parametric's separately managed account platform.

Primary Responsibilities

• Team & Organizational Leadership
  • Lead and develop a global Client Service organization (~45 professionals) across the U.S. and India, including direct oversight of managers and senior team leads
  • Operate effectively within a global structure with dotted line reporting; driving alignment and consistency across regions
  • Build and sustain a high-performance culture focused on accountability, development, and continuous improvement
• Service Delivery & Operating Model Ownership
  • Own and evolve the client service delivery model, ensuring consistent, scalable support across client segments and strategies
  • Establish and monitor key performance indicators (KPIs) including service levels, quality, and productivity
  • Ensure an effective day-to-day operating environment capable of supporting a growing and increasingly complex business
• Operational Excellence & Transformation
  • Identify and lead initiatives to improve workflows, enhance efficiency, and reduce operational risk
  • Partner with technology and operations teams to evaluate and implement tools that enhance team effectiveness and client experience
  • Drive continuous improvement efforts, including root cause analysis and control enhancements following operational events
• Escalation Management & Risk Oversight
  • Serve as a senior escalation point for complex client service issues, ensuring timely and effective resolution through internal coordination
  • Partner with internal stakeholders to address service breakdowns, implement corrective actions, and strengthen controls
• Cross-Functional Leadership
  • Partner with Sales, Product, Operations, and other internal stakeholder teams to ensure alignment on client needs and service delivery
  • Translate feedback from clients and internal partners into actionable improvements to processes, tools, and service model
• Talent Management & Workforce Planning
  • Lead hiring, onboarding, and development of team members, with a focus on building a strong leadership bench
  • Manage capacity, resource allocation, and organizational design to support business growth and evolving client needs

Job Requirements

• 7+ years of experience in asset management, wealth management, or financial services, with significant exposure to client service or operations functions
• Proven track record of leadership and team management in a client service environment
• Proven ability to design and scale service delivery models and operating frameworks
• Strong track record of driving process improvement, operational efficiency, and organizational transformation
• Experience partnering with senior stakeholders across business lines to influence outcomes and drive alignment
• Excellent leadership, communication, and executive presence, with the ability to operate effectively at senior levels of the organization
• Bachelor’s degree required; advanced degree or relevant certifications a plus