Fintech Client Experience Operations Manager

• ACore Responsibilities:
  • Working across Company, provides root cause analysis and develops solutions with local service team leaders. Makes recommendations to senior management.
  • Develops, executes and maintains a tool strategy aimed to improve client experiences using common micro-services adhering to global architectural standards.
  • In conjunction with Technical Experience Management (TEM), represents client technology requirements to Global Technology Services Product Offering, Architecture and Development teams.
  • Implements procedures, defines best practices and evaluates the control environment for Client Experience teams.

Oversee all aspects of Client Experience project execution

• Complete Client Experience projects within agreed timeframes and within agreed budget targets.
• Tracks and communicates plan and progress updates. Resolves and escalates, as appropriate, program risks.
• Produces regular project scorecards, status updates and related management information system (MIS) reporting
• Working with the Client Experience Chief Administrator Office, authors business cases and manages program budgets.

Client advocate within Company

• Influence prioritization queues on behalf of our clients
• Contribute to product management strategy development
• Actively encourage participation, training and awareness of enterprise wide initiatives

Play lead role in the RFP, Due Diligence and Service Definition Processes

• Support new business wins and complete all client implementations within agreed timeframes
• Accountable for RFP, RFI and SIG technology responses
• Participate in due diligence process to understand client's current environment
• Work closely with technology teams to recommend future state technology model
• Work closely with technology and finance teams to validate technology cost model

Actively lead and complete system analyst tasks

• Support clients by writing and analyzing business / systems requirements and defining the appropriate system solutions
• Act as a representative or consulting between clients and Company and / or vendors concerning issues and requirements.
• Ensure requirement specifications meet technical specifications required by the Architecture Review Board (ARB)
• Ensure all work is done according to technology standards, procedures and policies.

Preferred Education/Experience:

• Bachelors in Computer Information Sciences or Equivalent Experience
• Minimum 10 years' experience in the financial services industry or global consulting firm; experience in a senior global leadership role.
• Demonstrated experience leading global Customer Experience/Customer Success teams in a global environment
• Experience leading Enterprise scale, multi-million dollar technology driven projects
• Exceptional communication skills in a client facing role

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