Manager, Client Service Delivery

Duties Responsibilities

• Identifies, troubleshoots, and resolves operational or service issues affecting client service delivery and digital product servicing.
• Coordinates team resources and priorities to ensure timely, accurate, and efficient completion of deliverables aligned to service expectations.
• Oversees completion of assigned processes or programs in accordance with procedures, service standards, and client requirements.
• Provides leadership, direction, coaching, and performance feedback to team members to support effective service delivery execution.
• Works with stakeholders and internal teams to address operational needs and improve workflow efficiency and service outcomes.
• Monitors workflow, quality, and client experience metrics to enhance team effectiveness and contribution to business goals.
• Oversees adherence to agreements and established service standards, identifying and addressing gaps to maintain consistent client service delivery performance.
• Coordinates issue resolution across teams for client-impacting incidents, ensuring timely communication, root cause identification, and implementation of corrective actions.
• Reviews team outputs, service activities, and deliverables to ensure accuracy, completeness, and alignment with client requirements, operational controls, and quality expectations.
• Supports the implementation of process improvements, automation opportunities, or workflow enhancements that increase efficiency, reduce risk, and improve overall client service delivery outcomes.
• Performs all duties according to established policies, procedures and regulatory requirements.

Knowledge/Skills

• Expanded conceptual knowledge of the function, including operational processes, client servicing activities, procedures, and team workflows.
• Ability to supervise staff, assign work, manage day-to-day operational priorities, and provide coaching and guidance.
• Skill in identifying and resolving routine technical, servicing, and operational issues using sound judgment.
• Ability to coordinate with closely related teams to improve efficiency, support client service delivery, and achieve departmental objectives.
• Strong communication, organizational, interpersonal, and client service skills.

Education/ Experience


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