Workplace Solutions - Client Service Delivery Lead

Join our Workplace Solutions team and play a key role within our Equity Plan Management team. As a Client Service Delivery Lead you will be responsible for managing service delivery for a defined portfolio of clients, ensuring high levels of client satisfaction and the successful delivery of services. 

The role serves as the primary point of coordination between clients and internal stakeholders, overseeing governance activities, operational delivery, client onboarding, training, and escalation management. The successful candidate will drive standardization initiatives, support product and process enhancements, and provide ongoing oversight of corporate actions while reporting key client metrics to senior leadership.

Job Responsibilities:

• Manage end-to-end service delivery for an assigned portfolio of clients. Build and maintain strong client relationships, ensuring client satisfaction and successful delivery of agreed services.
• Coordinate internal teams and stakeholders to ensure seamless execution of client requirements and service commitments.
• Oversee client governance activities, including client events, meeting preparation, calendar management, and maintenance of operational runbooks.
• Drive client standardization initiatives aligned to the firm's service offering and strategic objectives.
• Participate in implementation and onboarding projects, including leading client system training sessions prior to go-live.
• Identify gaps in system functionality and opportunities for process improvement; escalate enhancement requests and support prioritization efforts. 
• Provide oversight of corporate actions in partnership with Corporate Actions and Relationship Management teams.
• Act as the first point of escalation for client issues, ensuring timely resolution and effective communication. 
• Monitor, track, and present monthly client service metrics and performance reports to senior management.
• Travel to client sites as required to support relationship management and service delivery activities.

Required Qualifications, Capabilities and Skills

• Excellent communication, presentation, and active listening skills.
• Strong analytical, numerical, documentation, and procedural management skills.
• Ability to work independently, manage competing priorities, and meet tight deadlines in a fast-paced environment..
• Minimum of 3 years' experience managing or supporting a portfolio of clients in a client-facing environment.

• Demonstrated ability to build relationships and collaborate effectively across multiple teams and functions.

   

Preferred Qualifications, Capabilities and Skills

• Bachelor's degree in Business, Finance, or a related field preferred; equivalent experience considered.

• Certified Equity Professional (CEP) Level 1 qualification, or willingness to obtain certification