Client Service Vice President - Client Onboarding and Service

Make an impact by leading a team that shapes how clients experience our service, support, and operational delivery. You will help build a high-performing, inclusive environment where teams solve problems quickly and continuously improve. This role offers the opportunity to modernize processes, strengthen governance, and scale effective ways of working. You will partner across teams to deliver practical, data-informed improvements that matter to clients and stakeholders.

Job summary

As a Vice President, Client services senior manager (Client success) in the Client success team, you lead leaders and teams responsible for delivering consistent, high-quality client service and operational performance. You drive a culture of accountability, continuous improvement, and inclusive leadership while partnering with stakeholders to enhance client experience and business outcomes. You also help modernize service delivery through process improvement, automation, and effective use of productivity and analytics tools.

Job responsibilities

• Lead managers and multi-layered teams, setting clear direction, expectations, and development plans

• Build an inclusive, engaged culture that supports high performance, collaboration, and learning

• Own end-to-end client service outcomes, including experience, satisfaction, and issue resolution effectiveness

• Serve as an escalation point for complex, high-impact client issues and oversee root-cause resolution

• Partner with internal stakeholders and global teams to deliver consistent service and operational alignment

• Lead cross-functional programs and initiatives, including planning, delivery governance, and change adoption

• Improve operating models by streamlining processes, clarifying roles, and strengthening ways of working

• Champion digital adoption and process automation to improve efficiency, quality, and cycle times

• Use performance metrics and client insights to identify trends, prioritize actions, and drive measurable improvements

• Develop executive-ready updates and recommendations, translating data into clear decisions and actions

• Strengthen controls, risk management practices, and service quality standards across day-to-day operations

Required qualifications, capabilities and skills

• Experience leading client service, client success, or operations teams, including managing managers and multi-layered organizations

• Experience supporting complex client service delivery and resolving high-impact issues with appropriate urgency and governance

• Demonstrated ability to lead transformation initiatives, including change management and cross-functional execution

• Experience using data, performance metrics, and business insights to drive decisions and operational improvements

• Strong stakeholder management and influencing skills across matrixed organizations, including executive communication

• Ability to translate strategy into execution through prioritization, accountability, and disciplined follow-through

• Strong written and verbal communication skills, including creating clear executive-level messaging and reporting

• Demonstrated people leadership capability, including coaching, performance management, and talent development

• Proficiency with digital productivity and collaboration tools (for example, Microsoft 365) and comfort adopting new technologies

• Strong problem-solving skills and ability to navigate ambiguity while maintaining delivery standards

• Commitment to inclusive leadership, continuous learning, and a client-focused mindset

Preferred qualifications, capabilities and skills

• Experience leading service delivery or operations in a regulated financial services environment

• Experience driving process automation and workflow improvements using modern productivity tools

• Experience applying analytics approaches (including predictive or proactive insights) to improve service outcomes

• Experience building governance routines (for example, capacity planning, service reviews, and performance management cadences)

• Experience partnering with technology and operations teams to modernize service delivery at scale

• Familiarity with artificial intelligence-enabled tools and emerging technologies used to support service delivery and decision-making

• Demonstrated success leading multiple concurrent initiatives with measurable outcomes and sustained adoption