Senior Manager, Client Service Operations

*The selected candidate must be local to our Westlake, OH office and be able to work a hybrid schedule after training (2 days remote, 3 days in-office)

JOB OVERVIEW

The Senior Manager, Client Service Operations plans, directs, and ensures the smooth and efficient operations of the Company’s back-office functions and client service to ensure timely, efficient, and accurate administrative and custodial oversight of client investments. Provides leadership to ensure attainment of strategic objectives and the delivery of high quality, efficient, and effective service and back office operations as well as initiatives related to quality, innovation, teamwork, and service.

RESPONSIBILITIES & DUTIES

• Create a best-in-class client service culture

• Ensures client service levels are met or exceeded while maintaining a balance between quality and efficiency

• Promotes associate engagement by setting clear expectations and consistently providing information, resources, feedback, coaching and recognition that maintain a high level of performance

• Develop the talent on the team, creating opportunities for team members to take on other assignments to grow their skill sets

• Promotes critical thinking through the review of current processes, asking leading questions to enable the associates to share and develop ideas that lead to process improvements

• Drives business results by acting as a subject matter expert, fosters an environment that creates process efficiencies, leads project initiatives, and ensures implementation of projects within the department.

• Collaborates in the development and implementation of organization policies, practices, procedures, and attainment of operating goals

• Understands of the Company’s regulatory requirements and custodial obligations to ensure team compliance with policies and procedures

• Tracks progress against goals and present results, insights and recommendations to management

• Leads associates to meet company expectations for productivity, quality, continuous improvement, and goal accomplishment

• Maintains transparent communication by sharing appropriate organizational information through department and one-on-one meetings, email, and regular interpersonal communication

• Attracts and develops high-performing, engaged teams, inclusive of identifying and selecting talented candidates

• Manages special projects within the team and supports projects and initiatives across the organization

• Builds and cultivates relationships across the Company and within the industry in order to be successful

• Assists with the annual budget process

• Forecasts staffing needs and plans accordingly

• Follows assigned work schedule with regular and predictable attendance

• Perform other duties as assigned

QUALIFICATIONS

• Bachelor’s degree in Finance, Business, or related field; relevant work experience may be considered in lieu of a degree

• Minimum seven (7) years of experience in direct team management managing multiple business unit in the financial services, banking, or operations role

• In person interaction that includes actively collaborating with colleagues and participating in team or company meetings

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following:

• Expert level proficiency in Microsoft Office

CORE VALUES

Our core values are our foundation and the guiding principles we embody to support Equity’s mission. Together, our values spell EPIC — because that’s what we strive to be for our clients and stakeholders every day.

• Excellence – Our standard

• Passion – In everything we do

• Integrity – Without compromise

• Collaboration – Stronger together

We are looking for team members who embody these values in their daily work and interactions.

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.