Americas Client Service Operations Leader

Wellington Management; Massachusetts; On-site; USD 120,000 - 225,000; Full time

Benefits offered by this job

Retirement plan

Health and wellbeing benefits

Flexible work arrangement

Job summary

Wellington Management seeks a seasoned Manager, US Client Operations to lead the US CSO team in Boston. You will drive performance, scalability, and a unified global service model, partnering with Client Platform, Global Operations, Trading, and Portfolio Implementation to deliver client-centric outcomes.

Responsibilities include establishing SLAs/KPIs, mentoring a high-performance team, managing budgets and third-party relationships, and guiding transformation initiatives that improve

Qualifications

• 10+ years of experience in client operations, investment operations, or related field, with at least 5 years in a leadership role.
• Proven success building and scaling teams in a fast-paced environment.
• Proven track record of leading transformation and continuous improvement efforts, including redesigning processes, improving service models, and driving measurable efficiency and client experience gains.
• Excellent organizational, communication, and leadership skills.
• Strong analytical and problem-solving abilities.
• Experience managing third-party service providers or outsourced teams, including contract oversight, SLA adherence, and performance reviews.

Responsibilities

• Lead and manage the US CSO team, including daily operational support, issue resolution, and ongoing client communications.
• Partner with regional client operations leaders to build and maintain a consistent global client servicing model, ensuring alignment on standards, processes, and best practices
• Drive transformation initiatives that are aligned to the firm’s overall strategic roadmap
• Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure excellence in client support.
• Develop and implement scalable processes that enhance the client experience while improving internal efficiency.
• Analyze trends in client issues and feedback to inform product and process improvements.
• Collaborate with cross-functional leaders (Client Platform, Investment Platform, Infrastructure Platform) to resolve complex client challenges, anticipate evolving needs, and deliver scalable, client-centric outcomes.
• Mentor and develop a high-performance, client-focused team.
• Manage budgets and relationships with third-party providers to ensure quality, compliance, and alignment with client service standards.
• Serve as a senior point of escalation for high-impact client concerns.

Skills

Leadership

Operations management

Stakeholder management

Process improvement

Vendor management

Strategic planning

Project management

Job description

Wellington Management seeks a seasoned Manager, US Client Operations to lead the US CSO team in Boston. You will drive performance, scalability, and a unified global service model, partnering with Client Platform, Global Operations, Trading, and Portfolio Implementation to deliver client-centric outcomes.

Responsibilities include establishing SLAs/KPIs, mentoring a high-performance team, managing budgets and third-party relationships, and guiding transformation initiatives that improve