Manager, Americas Client Service Operations

Wellington Management•Boston, MA

1d•Hybrid

About The Position

Based in Boston, the Manager, Americas Client Service Operations will be part of the global Client Service Operations (CSO) team. This role is within the larger ‘Client Operations’ group, which aims to foster a robust risk culture while enhancing our global support model to provide excellent service to both internal and external stakeholders. The Manager will play a central role supporting the Americas Institutional and Americas Wealth business lines, working closely with Global Operations, Trading, Portfolio Implementation, and the broader infrastructure platform to deliver best-in-class operational support and solutions. 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, manages third-party vendors, and partners with regional leaders to establish a unified global service model. With a focus on process improvement, performance management, and client satisfaction, this role is critical to driving retention and long-term growth. The ideal candidate will be driven, possess strong people and project management skills, and demonstrate the ability to communicate effectively at all levels of seniority.

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.

Responsibilities

Lead and manage the client operations organization, 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
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.

Benefits

retirement plan
health and wellbeing
dental
vision
pharmacy coverage
health savings account
flexible spending accounts and commuter program
employee assistance program
life and disability insurance
adoption assistance
back-up childcare
tuition/CFA reimbursement and paid time off (leave of absence, paid holidays, volunteer, sick and vacation time)