Service Management Lead – Client Operations & Excellence

PEAK6; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Apex Fintech Solutions in Dallas seeks a Service Management Manager to oversee daily activities of Service Management Analysts, driving service delivery excellence and proactive issue resolution. You will ensure SLA adherence, coach staff, and collaborate with product, compliance, and account teams to optimize workflows.

The role emphasizes real-time operations, performance reviews, and data-driven improvements across client relationships and service interactions.

Qualifications

• Bachelor's degree in business, operations or related field is required.
• Series 7 and 24 licenses are required for the role.
• 5–7 years in client service or operations with process improvement focus.
• 2–3 years of people management or team leadership experience.
• Experience running service queues, SLAs, and performance metrics.

Responsibilities

• Lead and support daily client service operations and analysts.
• Monitor queues, SLA targets, and performance; coach and develop staff.
• Analyze data to identify trends, bottlenecks and improvement opportunities.
• Collaborate with cross-functional teams to resolve complex issues.
• Develop SOPs, knowledge base articles, and escalation protocols.
• Report on key metrics and drive continuous service improvements.

Skills

Operational Leadership

Analytical Skills

Communication

Urgency & Accountability

Multi-Tasking

Collaboration

Coaching

Problem Solving

Education

Bachelor's degree in Business, Operations Management, or related field

Series 7 and Series 24

5-7 years of client service / operations experience

2-3 years of people management experience

Experience managing service queues and SLAs

Tools

Salesforce

Zendesk

Freshdesk

Job description

Apex Fintech Solutions in Dallas seeks a Service Management Manager to oversee daily activities of Service Management Analysts, driving service delivery excellence and proactive issue resolution. You will ensure SLA adherence, coach staff, and collaborate with product, compliance, and account teams to optimize workflows.

The role emphasizes real-time operations, performance reviews, and data-driven improvements across client relationships and service interactions.