Head of Services - Support and Managed

Manager, Service Management Office

The Manager, Service Management Office oversees the daily operational activities of the Service Management Analysts who support Apex's client relationships. This role is accountable for service delivery excellence, operational efficiency, and proactive issue resolution. The Service Manager ensures the team meets response time and resolution SLAs, identifies trends in client inquiries to drive systemic improvements, and maintains high-quality, consistent client experiences across all service interactions.

This is a hands-on operational leadership role focused on real-time service management, workflow optimization, and team performance. The Service Manager collaborates with peer managers on strategic initiatives while owning day-to-day execution and operational metrics for their assigned clients.

Manages: Service Management Analysts in their daily service delivery activities

Focus: Operational excellence, service queue management, SLA performance, trend analysis, process efficiency

Accountability: Response times, resolution quality, team productivity, operational KPIs, service consistency

Team Leadership & Daily Operations Management

Lead and support team members in delivering high-quality daily service to clients

Provide real-time coaching and support to team members on client inquiries and issue resolution

Monitor individual and team performance against productivity and quality standards

Foster a culture of urgency, accountability, collaboration, and service excellence

Conduct performance evaluations and provide ongoing feedback and development support

Service Queue & Workflow Management

Monitor service queues (email, phone, ticketing system) in real-time to ensure timely response and resolution

Proactively manage workflow distribution across team members based on volume, complexity, and capacity

Ensure adherence to SLA targets for initial response times (e.g., Identify and address bottlenecks or backlog issues immediately

Escalate critical issues or resource constraints to Account Management Manager

Implement queue prioritization strategies to balance urgent client needs with overall team efficiency

Optimize scheduling and coverage to ensure consistent service availability

Cross-Functional Collaboration & Escalation Management

Operations: Account issues, trade processing, settlements, transfers

Regulatory questions, documentation requirements

Billing: Platform issues, feature requests, technical bugs

Manage escalations effectively, ensuring clear communication, ownership, and timely resolution

Work with Account Management Manager to align operational activities with strategic client priorities

Escalate critical client issues or risks to appropriate leadership immediately

Metrics, Monitoring & Performance Management

Customer satisfaction (CSAT) scores

Conduct daily, weekly, and monthly performance reviews with team and leadership

Use data and analytics to identify performance gaps and opportunities for improvement

Set and monitor individual and team performance targets

Implement quality assurance processes, including case reviews and calibration sessions

Trend Analysis & Proactive Issue Identification

Analyze patterns and trends in client inquiries to identify recurring issues, systemic problems, or emerging risks

account issues, trade errors, billing questions, platform questions) to understand root causes

Collaborate with internal teams (Operations, Product, Engineering, Compliance) to address systemic issues identified through trend analysis

Opportunities for process improvement or automation

Proactively recommend solutions to reduce inquiry volume and improve client self-service capabilities

Process Improvement & Operational Excellence

Identify opportunities for automation, self-service tools, and efficiency gains

Continuously improve service delivery processes to reduce handle time while maintaining quality

Develop and maintain knowledge base articles, macros, templates, and job aids to support team efficiency

Lead process improvement initiatives focused on reducing client friction and improving satisfaction

Establish and refine escalation procedures and hand-off protocols between Client Service Analysts and Account Managers

Drive consistency in service delivery across all team members

Quality Assurance & Service Standards

Establish and enforce quality standards for all client interactions (accuracy, tone, completeness, professionalism)

Conduct regular quality reviews of cases, emails, and calls

Provide constructive feedback and coaching to improve service quality

Monitor client feedback and satisfaction scores to identify coaching opportunities

Ensure compliance with regulatory requirements and company policies in all client communications

Team Development & Capability Building

Identify skill gaps and training needs within the team

Develop and deliver training programs on product knowledge, processes, tools, and soft skills

Support career development conversations and progression planning

Recognize and reward high performers and exceptional service delivery

Build team morale and engagement through regular communication, recognition, and team-building activities

Bachelor's degree in Business, Operations Management, or related field (or equivalent experience)

• 5-7 years of experience in client service, operations management, or customer success, preferably in financial services, fintech, or SaaS
• 2-3 years of people management or team lead experience with demonstrated ability to manage daily operations
• Experience managing service queues, SLAs, and operational metrics in a fast-paced environment
• Strong analytical skills with experience using data to drive operational improvements

Brokerage or clearing operations experience, securities industry knowledge

Experience with CRM and ticketing systems (Salesforce, Zendesk, Freshdesk, etc.)

Lean Six Sigma or process improvement certification

Experience implementing workflow automation or service optimization tools

Background in quality assurance or continuous improvement methodologies

Operational Leadership: Proven ability to manage daily operations and drive team performance in real-time

Service Excellence: Deep commitment to delivering exceptional client experiences and maintaining high service standards

Analytical Skills: Strong ability to analyze data, identify trends, and translate insights into actionable improvements

Natural inclination to document, standardize, and optimize workflows

Coaching Ability: