Client Servicing Team Lead

Job Summary: 

Client Servicing Team Leads are responsible for leading and managing a team of client servicing professionals focused on maximizing employee engagement and building a culture of teamwork collaboration continuous improvement empowerment and accountability. They lead from the front and provide guidance support and coaching to team members and contribute to strategic planning hiring decisions team structure and succession planning.  

They collaborate with cross-functional internal teams to identify areas for process optimization implement best practices and drive operational excellence within the Client Servicing division. They lead from the front by building and maintaining strong relationships with clients playing a critical role in daily client success. 

Responsibilities: 

• Monitors the teams’ delivery to the client allocating work ensuring quality delivery and providing team level training or knowledge management where required. 

• Owns the preparation and execution of regular 1-on-1s and biannual performance management reviews; identifies and facilitates learning and career growth opportunities for the team. 

• Designs implements and tracks quantitative and qualitative metrics to measure the success of projects people and processes; key success metrics include NPS CSAT CEM SLA delivery Retention ESS Gross Margin Client Churn Automation improvements and employee attrition. 

• Leads SteerCos and client relationship reviews whilst also acting as a confident knowledgeable and patient escalation point for any client issues. 

• Helps build a differentiated offering by strategies with product management and development teams to improve our client offering operational tooling supporting sales efforts develop repeatable and scalable processes. 

• Ensures the seamless transition of newly onboarded clients into steady-state client servicing operations. 

• Make use of tooling to monitor and drive team performance (Salesforce Workday Power BI etc.).  

Required Skills: 

• Familiarity with insurance and/or investment management market concepts a plus. 

• Ability to communicate information clearly concisely and confidently in written and verbal contexts including small and large group settings for both internal and external (client-facing) audiences. 

• Microsoft Excel (VLookUp SUMIF Pivot Tables VBA etc.). 

• 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 Accounting Finance Business Mathematics Sciences or related field.  

• 7+ years of directly applicable experience (reconciliation accounting or finance). 

• 2+ years demonstrated success in a people manager role.  

• Experience delivering measurable KPIs weekly and monthly in prior roles. 

• Experience working in the finance or FinTech industry with a knowledge of investment accounting or investment operations preferred. 

What We Do

CWAN was founded on a simple belief: investment professionals deserve modern technology that actually works for them. Not legacy systems that slow them down. Not fragmented data that creates confusion. But one comprehensive platform that gives you complete visibility and crystal-clear insights. The result? Investment management that works as seamlessly as your investment strategy. Since our founding in 2004 CWAN has been the trusted technology partner powering the world’s leading institutional investors — from insurance companies asset managers and hedge funds to asset owners like corporations endowments and pension funds managing over $10 trillion in assets.

Why Work With Us

We continue to grow fueled by a strong foundation an ambitious vision and a commitment to delivering exceptional value to our clients partners and team members around the world. What started as a bold idea in Boise Idaho has rapidly transformed into a global presence. We’ve expanded our footprint significantly—now operating out of 24 offices

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