Responsibilities:
- Leads day-to-day delivery from Client Service team to clients by managing and prioritizing team queues/client requests and coordinating resources.
- Monitors and analyses operational performance metrics such as efficiency, accuracy, and timeliness, preparing regular reports on operational performance and communicating the results to internal stakeholders and clients.
- Identifies and interprets trends and patterns in datasets to address problems at scale.
- Consistently supports process automation initiatives to improve efficiency metrics.
- Acts as mentor and coach to the wider team by providing ongoing training and development on internal systems, processes, and technical topics.
- Works across the department to develop operational priorities, recommending and driving solutions in support of agreed business objectives and goals.
- Owns complex client queries and project work on behalf of the department, mobilising departmental resources when required.
Required Skills:
- Strong domain understanding of the Clearwater system including reports & customization, statements, dashboards, report manager, formulas, advanced grouping, and filtering.
- Familiar with the core offering of Accounting, Compliance, Risk, and Performance reports.
- An understanding of broad areas of specialization; one area of deep domain knowledge (e.g., accounting, cashflows, performance, compliance, AM tools, etc.).
- Demonstrated experience of process improvement and mentorship/coaching.
- Strong 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 or higher in Accounting, Finance or Business-related degree.
- 2+ years of relevant experience.