Service Delivery Manager

Clearwater Analytics Hong Kong Limited; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Clearwater Analytics Hong Kong Limited is seeking a Service Delivery Manager to establish and maintain strong client relationships, acting as a trusted advisor and ensuring ongoing client engagement from daily users to decision-makers. You will help solve complex investment reporting and portfolio accounting challenges, providing insights to optimize client operations.

You will oversee daily reporting, manage incidents and escalations, drive platform usage, and mentor analysts while aligning

Qualifications

• Bachelor's degree in accounting or related field, or equivalent experience in investment management or financial services.
• 6+ years of relevant experience in service delivery or client-facing roles within financial services.

Responsibilities

• Plans and oversees accurate daily reporting support and service for clients, ensuring quality servicing and SLA adherence.
• Coordinate and execute resolution of service incidents and escalation of technical issues.
• Manage client engagement model and health reporting, including meetings and platform usage.
• Provide client training on best practices and advise on new features and enhancements.
• Develop client relationships and understand client business and product needs.
• Mentor Analysts in the team.

Skills

Financial services knowledge

Structured products

Derivatives

Strong communication

Problem solving

Attention to detail

Organizational skills

Interpersonal skills

Self-starter

MS Office proficiency

Education

Bachelor's degree in accounting or similar

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.