Job Summary:
Operations Delivery Leads play a crucial role in ensuring smooth daily operations within the Client Servicing division, flexing to meet the needs of team members and clients. They are responsible for managing projects across the department that address key business issues; being viewed as problem solvers and technical domain experts by the team.
ODLs have an eye towards continuous improvements, working to identify inefficiencies and helping the department to scale operations. They set the standard for team delivery in daily objectives, challenging current measures to raise the bar on team goals.
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, mobilizing 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.
