Service Delivery Manager

Job Summary

Service Delivery Managers are responsible for establishing , maintaining, and managing strong relationships with Clearwater’s clients, serving as the main point of contact and ensuring ongoing client engagement , from the daily user to decision maker level.

They are viewed by our clients as a trusted advisor, solving complex investment reporting and portfolio accounting challenges, and acting as a strong internal advocate on their behalf. By maintaining knowledge of product enhancements and the changing investment accounting industry, they play a crucial role providing valuable insights to empower our clients to optimize their investment operations, ensuring client satisfaction and driving business growth.

Responsibilities

• Plans and oversees the fulfillment of accurate daily reporting support and service for clients, ensuring quality servicing, adherence to SLAs, and operational performance in line with SOPs .
• Coordinate and execute resolution of service incidents and escalation of technical issues .
• Manages Client Engagement Model & client health reporting, including planning and leading remote and in-person client engagement meetings and driving platform usage .
• Provides client training on best practices around daily operational & trading support using Clearwater and advises how to leverage new features and enhancements .
• Develops client relationships and expands network at those organizations, understanding client business and product needs .
• Provides guidance and mentorship to Analysts in the team .

Required Skills

• Working knowledge of financial services and investment accounting .
• Working knowledge of structured products, derivatives, fixed-income securities, etc. P referred .
• Self-starter who proactively s eeks out solutions and expertise .
• Able to execute in a fast paced and sometimes ambiguous environment.
• S trong computer skills, including proficiency in Microsoft Office.
• Excellent attention to detail and strong documentation skills.
• Outstanding verbal and written communication skills.
• Strong organizational and interpersonal skills.
• Exceptional problem-solving abilities.

Education and Experience

• Bachelor's degree in accounting or similar field , or relevant experience in Investment Management, Insurance, FinTech, Investment Accounting, Financial Services, or Investment Operations.
• 3+ y ears of relevant experience .