Client Service Operations - Principal - Boston - Hybrid

Position Overview

The Client Service Principal will lead and enhance client relationships through exceptional service delivery and proactive communication. Acting as a critical liaison between clients and internal teams, the role ensures satisfaction, retention, and alignment with the organization’s service offerings. This client-facing position involves direct engagement with internal stakeholders and external clients, requiring strong professionalism, multitasking abilities, and a proactive attitude. Additionally, the candidate will play a vital role in shaping operational processes and procedures while serving as an escalation point for client portfolio management inquiries.

The Client Service Principal is a key member of the global Operations team and contributes to the strategic vision of client service operations.

Key Responsibilities:

1. Oversight and Team Development

• Supervise and manage staff responsible for daily operations of client portfolios.
• Ensure accuracy and timeliness of client deliverables, including reports, statements, and account reconciliations.
• Monitor adherence to operational processes and compliance standards.
• Provide coaching, mentoring, and performance evaluations for junior team members.
• Serve as the escalation point for operational inquiries from client teams.

2. Client Service Management

• Deliver a client-centric experience with a commitment to best-in-class service.
• Resolve client inquiries, issues, and concerns promptly and effectively.
• Proactively identify and implement strategies to enhance client satisfaction.
• Ensure timely execution of portfolio actions and validate financial transactions prepared by junior team members.
• Collaborate with internal stakeholders (e.g., Compliance, Legal, Investment Teams) to manage and strengthen client relationships.

3. Project and Strategic Initiatives

• Partner with internal teams to streamline client service processes.
• Lead or support process improvement initiatives and strategic projects.
• Ensure compliance with information security policies, escalating concerns as necessary.
• Identify and mitigate potential risks related to client accounts and operational processes.
• Collaborate globally to align risk controls with industry best practices and regulatory requirements.

Qualifications & Skills:

Experience:

• Minimum of 8+ years in investment operations or financial services.
• At least 5+ years of client service experience with OCIO clients or high-net-worth individuals.
• Prior management or supervisory experience.
• Technical Proficiency:
• Strong skills in financial analysis tools, CRM systems, and MS Office Suite.
• Soft Skills:
• Exceptional attention to detail and organizational abilities.
• Strong problem-solving skills and ability to handle multiple priorities.
• Excellent interpersonal, leadership, and communication skills.
• Collaborative and proactive team player.
• Personal Attributes:
• High integrity, professionalism, and a client-first approach.
• Self-starter with a strategic mindset and analytical acumen.

Benefits

This position offers a competitive compensation package, professional development opportunities, and a comprehensive benefits program, including:

• Medical, dental, and vision insurance.
• Flexible spending accounts, commuter benefits, and 401(k) plan with employer matching.
• Generous paid time off and short/long-term disability insurance.
• Life insurance and employee wellness programs.
• Opportunities to participate in philanthropy initiatives, volunteer days, and social events.