Service Delivery Manager

Clearwater Analytics; Hong Kong; On-site; HKD 550,000 - 850,000; Full time

Job summary

Clearwater Analytics in Hong Kong seeks a Service Delivery Manager to establish and sustain strong client relationships, serving as the trusted advisor from daily users to decision-makers and ensuring ongoing engagement.

You will guide incident resolution, lead client health reviews, drive platform usage, and mentor analysts, leveraging industry knowledge to optimize investment operations and drive customer success.

Qualifications

• Bachelor's degree in accounting or similar field with relevant experience in Investment Management or Financial Services.
• 6+ years of relevant experience in service delivery, client management or operations.
• Strong knowledge of investment accounting and financial services industry requirements.
• Excellent communication, documentation and interpersonal skills.

Responsibilities

• Plans and oversees accurate daily reporting support and service for clients, ensuring quality servicing and SLA adherence.
• Coordinate and resolve service incidents and escalate technical issues as needed.
• Manage Client Engagement Model and health reporting; lead remote and in-person client meetings and drive platform usage.
• Provide client training on daily operational and trading support using Clearwater features.
• Develop client relationships and understand client business and product needs.
• Provide guidance and mentorship to Analysts in the team.

Skills

Financial services

Investment accounting

Client relationship

Communication

Problem solving

Detail oriented

Microsoft Office

Education

Bachelor's degree in accounting

Relevant experience in Investment Management / Financial Services

Tools

Microsoft Office

Job description

Job Summary: Service Delivery Managers are responsible for establishing, maintaining, and managing strong relationships with Clearwater's clients, serving as the main point of contact and ensuring ongoing client engagement, from the daily user to decision maker level. They are viewed by our clients as a trusted advisor, solving complex investment reporting and portfolio accounting challenges, and acting as a strong internal advocate on their behalf. By maintaining knowledge of product enhancements and the changing investment accounting industry, they play a crucial role providing valuable insights to empower our clients to optimize their investment operations, ensuring client satisfaction and driving business growth.

Responsibilities

• Plans and oversees the fulfilment of accurate daily reporting support and service for clients, ensuring quality servicing, adherence to SLAs, and operational performance in line with SOPs.
• Coordinate and execute resolution of service incidents and escalation of technical issues.
• Manages Client Engagement Model & client health reporting; including planning and leading remote and in-person client engagement meetings and driving platform usage.
• Provides client training on best practices around daily operational & trading support using Clearwater and advises how to leverage new features and enhancements.
• Develops client relationships and expands network at those organizations, understanding client business and product needs.
• Provides guidance and mentorship to Analysts in the team.

Required Skills

• Working knowledge of financial services and investment accounting.
• Working knowledge of structured products, derivatives, fixed-income securities, etc. Preferred.
• Self-starter who proactively seeks out solutions and expertise.
• Able to execute in a fast paced and sometimes ambiguous environment.
• 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.
• HKGAAP, IFRS, HK Regulatory Reporting, Insurance Accounting.

Education and Experience

• Bachelor's degree in accounting or similar field, or relevant experience in Investment Management, Insurance, FinTech, Investment Accounting, Financial Services, or Investment Operations.
• 6+ years of relevant experience.

Thank you for your interest in a career with Clearwater! Clearwater Analytics (NYSE: CWAN) is transforming investment management with the industry's most comprehensive cloud-native platform for institutional investors across global public and private markets. While legacy systems create risk, inefficiency, and data fragmentation, Clearwater's single-instance, multi-tenant architecture delivers real-time data and AI-driven insights throughout the investment lifecycle. The platform eliminates information silos by integrating portfolio management, trading, investment accounting, reconciliation, regulatory reporting, performance, compliance, and risk analytics in one unified system. Serving leading insurers, asset managers, hedge funds, banks, corporations, and governments, Clearwater supports over $8.8 trillion in assets globally. Learn more at www.clearwateranalytics.com.

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace.