Client Servicing Division Lead

Job Summary: 

Client Servicing Division Leads take on leadership roles, overseeing teams with a regional or strategic market focus. Their contributions are vital in establishing and nurturing a top-tier client servicing organization, and they lead by example with their deep enthusiasm for Clearwater, their colleagues, and client achievements. 

These leaders frequently act as executive sponsors for strategic client relationships, earning a reputation as trusted and influential advisors. They handle escalations and prioritize critical matters with confidence, ensuring the success of key initiatives. 

Responsibilities: 

• Manage teams that span managers and individual contributors. 

• Provide direction on the full talent management lifecycle for your teams where required; including headcount and succession planning, hiring, career development, performance management and compensation reviews. 

• Build a positive culture that encourages teamwork, collaboration, continuous improvement, empowerment, candid feedback, ownership, and accountability. 

• Focus on execution through tracking and driving quantitative and qualitative metrics to measure the success of projects, people, teams, and processes. 

• Help build a differentiated offering by collaborating and strategizing with product management, development, and sales teams. Solicit and share client feedback to create an improved product, operational execution, & drive sales growth.  

• Partner effectively with Global Delivery and other departments to ensure the seamless transition of newly onboarded clients into steady-state client servicing operations. 

• Proactively identify and explore new revenue opportunities within client base to support our strategic and business development goals. 

• Identify, analyse, and prioritize key risk measures around staffing, clients, and operational risk; uses data and managerial judgement to make informed, risk-based decisions where appropriate. 

• Own and drive positive results with key business metrics including ESS, NPS, CSAT and gross margin. 

Required Skills:  

• Industry expertise (i.e., insurance, investment management, investment operations). 

• Demonstrated ability to manage teams. 

• Ability to lead, inspire and develop team members; including people managers and individual contributors. 

• Ability to lead and influence client and internal leadership discussions regarding contract language, terms and conditions, services, costs drivers, revenue, and gross margin.  

• Prior experience owning and managing strategic client relationships and leading key projects. 

• Passion, perseverance, and accountability with an innate desire to drive client success. 

• 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 in relevant finance or business-related field. 

• 9+ years’ overall relevant experience, with several years of experience leading and managing teams.