Radial

Fintech Client Experience Operations Manager

Radial • $120K — $145K *
Boston, MA 02115In-Person
Finance & Insurance
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelors in Computer Information Sciences or equivalent experience
  • Minimum 10 years in financial services or global consulting; senior leadership experience required
  • Demonstrated experience leading global Customer Experience/Customer Success teams
  • Experience leading enterprise-scale, multi-million dollar technology projects
  • Exceptional communication skills in a client-facing role

Responsibilities

  • Conduct root cause analysis and develop solutions with local service team leaders
  • Maintain a tool strategy to enhance client experiences within global standards
  • Represent client technology needs to global technology teams
  • Implement best practices and evaluate control environments for Client Experience
  • Oversee execution of Client Experience projects, ensuring timely completion
  • Track and communicate project plans and updates, escalating risks when necessary
  • Act as a client advocate, influencing prioritization and contributing to product management strategies

Benefits

  • Comprehensive health and wellness benefits
  • Professional development opportunities
  • Flexible work arrangements
  • A collaborative and inclusive workplace culture
  • Opportunities for advancement within a global organization
Full Job Description
  • ACore Responsibilities:
    • Working across Company, provides root cause analysis and develops solutions with local service team leaders. Makes recommendations to senior management.
    • Develops, executes and maintains a tool strategy aimed to improve client experiences using common micro-services adhering to global architectural standards.
    • In conjunction with Technical Experience Management (TEM), represents client technology requirements to Global Technology Services Product Offering, Architecture and Development teams.
    • Implements procedures, defines best practices and evaluates the control environment for Client Experience teams.
Oversee all aspects of Client Experience project execution
  • Complete Client Experience projects within agreed timeframes and within agreed budget targets.
  • Tracks and communicates plan and progress updates. Resolves and escalates, as appropriate, program risks.
  • Produces regular project scorecards, status updates and related management information system (MIS) reporting
  • Working with the Client Experience Chief Administrator Office, authors business cases and manages program budgets.
Client advocate within Company
  • Influence prioritization queues on behalf of our clients
  • Contribute to product management strategy development
  • Actively encourage participation, training and awareness of enterprise wide initiatives
Play lead role in the RFP, Due Diligence and Service Definition Processes
  • Support new business wins and complete all client implementations within agreed timeframes
  • Accountable for RFP, RFI and SIG technology responses
  • Participate in due diligence process to understand client's current environment
  • Work closely with technology teams to recommend future state technology model
  • Work closely with technology and finance teams to validate technology cost model
Actively lead and complete system analyst tasks
  • Support clients by writing and analyzing business / systems requirements and defining the appropriate system solutions
  • Act as a representative or consulting between clients and Company and / or vendors concerning issues and requirements.
  • Ensure requirement specifications meet technical specifications required by the Architecture Review Board (ARB)
  • Ensure all work is done according to technology standards, procedures and policies.
Preferred Education/Experience:
  • Bachelors in Computer Information Sciences or Equivalent Experience
  • Minimum 10 years' experience in the financial services industry or global consulting firm; experience in a senior global leadership role.
  • Demonstrated experience leading global Customer Experience/Customer Success teams in a global environment
  • Experience leading Enterprise scale, multi-million dollar technology driven projects
  • Exceptional communication skills in a client facing role
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About Radial

Radial is a leading provider of e-commerce technology and operations solutions for retailers and brands. The company offers a range of services, including order management, payment processing, fraud detection, and customer care. Radial's solutions are designed to help retailers and brands improve their online shopping experiences, increase sales, and reduce costs. The company serves a wide range of industries, including fashion, beauty, electronics, and home goods. Radial is headquartered in King of Prussia, Pennsylvania, and has operations in the United States, Europe, and Asia.
Learn more about Radial
Size
7,000 employees
Industry
Business Services
Founded
1999
* Ladders Estimates

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