Fintech Client Experience Operations ManagerProgram ManagerBoston, MAAsset Management BankingJO- ACore Responsibilities:Working across Company, provides root cause analysis and develops solutions with local service team leaders. Makes recommendations to senior management.Develops, executes and maintains a tool strategy aimed to improve client experiences using common micro-services adhering to global architectural standards.In conjunction with Technical Experience Management (TEM), represents client technology requirements to Global Technology Services Product Offering, Architecture and Development teams.Implements procedures, defines best practices and evaluates the control environment for Client Experience teams.Oversee all aspects of Client Experience project executionComplete Client Experience projects within agreed timeframes and within agreed budget targets. Tracks and communicates plan and progress updates.
Resolves and escalates, as appropriate, program risks.Produces regular project scorecards, status updates and related management information system (MIS) reportingWorking with the Client Experience Chief Administrator Office, authors business cases and manages program budgets.Client advocate within CompanyInfluence prioritization queues on behalf of our clientsContribute to product management strategy developmentActively encourage participation, training and awareness of enterprise wide initiativesPlay lead role in the RFP, Due Diligence and Service Definition ProcessesSupport new business wins and complete all client implementations within agreed timeframesAccountable for RFP, RFI and SIG technology responsesParticipate in due diligence process to understand client's current environmentWork closely with technology teams to recommend future state technology modelWork closely with technology and finance teams to validate technology cost modelActively lead and complete system analyst tasksSupport clients by writing and analyzing business / systems requirements and defining the appropriate system solutionsAct as a representative or consulting between clients and Company and / or vendors concerning issues and requirements.Ensure requirement specifications meet technical specifications required by the Architecture Review Board (ARB)Ensure all work is done according to technology standards, procedures and policies.Preferred Education/Experience:Bachelors in Computer Information Sciences or Equivalent ExperienceMinimum 10 years' experience in the financial services industry or global consulting firm; experience in a senior global leadership role.Demonstrated experience leading global Customer Experience/Customer Success teams in a global environmentExperience leading Enterprise scale, multi-million dollar technology driven projectsExceptional communication skills in a client facing role