Service Delivery Manager

Job Description

A career as a Service Delivery Manager will provide you with the opportunity to establish and maintain strong relationships with some of the largest insurers, asset managers, corporations and/or government entities as you manage daily client engagement, reporting, and operational performance. You will be critical to our client retention while utilizing your financial services and strong relationship management background. If you enjoy engaging with both internal and external stakeholders, are energized by working within a high performing team and find value in solving problems for others, you will thrive in this role.

The Client Servicing Team supports JUMP ULF (Unit Linked Fund) Insurance clients. The team is responsible for the on-going servicing of existing clients and seeks to improve clients’ day-to-day workflow by increasing their knowledge of the front-back office asset management platform and providing them with effective solutions to their performance and investment reporting requirements. We work as an extension of our clients’ teams, and we collaborate with them to ensure our product meets their current and future needs.

This role plans and oversees enterprise-level support and servicing activities for clients. Develop client relationship and understanding of client business product installations to identify service needs by working closely with clients to solve complex investment operations challenges, as well as a high degree of collaboration with internal teams.

Responsibilities

Collaborate directly with clients to build and own valuable relationships and ensure their success

Manages Client Engagement Model & client health reporting

Manage client inquiries & deliver accurate, daily trading balances, risk metrics, compliance reporting, and performance values

Find opportunities to establish extra value to clients outside of day-to-day servicing

Prioritize and coordinate projects across large and strategic clients

Handle complex ULF requests

Provide client training on best practices around daily operational & trading support using Clearwater

Develop client relationships and expands network at those organizations, understanding client business and product needs.

Strategic planning of service delivery to drive usage and proactive in service and support to reduce client downtime and support costs.

Collaborate with sales and support groups to demonstrate the value of support offered to clients and identify business opportunities for expanded support.

Proactively seek ways to add value to your team & Clearwater

Requirements

Previous experience working in software editor, assurance or asset management; ideally in a client servicing, client success, business analyst, or product management role

Knowledge of insurance and/or asset management operations, investment reporting, front-to-back office workflows, and financial instruments (fixed income, equities, derivatives)

Experience working with external clients

Dynamic problem solving, organisational and interpersonal skills

Be naturally curious

Commitment to agility, continuous learning, improvement, and operational excellence

Excellent verbal and written communication skills

An intense desire to learn something new and improve on a daily basis

Desired Experience and Skills

Engineering background or technical affinity (A programming Language [Python, C/C++, R, JavaScript, VBA], SQL, data reconciliation, API workflows) is a plus