Service Management Lead – Real-Time Ops & SLA Excellence

Peak6 Investments LLC; Dallas (TX); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Healthcare benefits

401k match

Parental leave

Hybrid work schedule

Job summary

Apex Fintech Solutions seeks a Service Manager to lead the Service Management Office, overseeing Analysts and delivering exceptional client service. You will drive real-time operations, SLA adherence, and proactive issue resolution while collaborating with Operations, Compliance, and Product teams.

You will coach and develop staff, monitor performance, and optimize workflows to improve efficiency and client experiences across multiple accounts.

Qualifications

• Bachelor's degree in Business, Operations Management, or related field.
• Series 7 and Series 24 required.
• 5-7 years of experience in client service, operations management, or customer success, preferably in financial services, fintech, or SaaS.
• 2-3 years of people management or team lead experience with demonstrated ability to manage daily operations.
• Experience managing service queues, SLAs, and operational metrics in a fast-paced environment.

Responsibilities

• Lead and manage daily service delivery for client relationships.
• Monitor queues and ensure adherence to SLA targets and performance metrics.
• Coordinate cross-functional escalations with Operations, Compliance, Billing, Product/Engineering.
• Conduct performance reviews and coaching to drive capability and quality.
• Develop SOPs, improve workflows, and drive process improvements.

Skills

Operational Leadership

Service Excellence

Analytical Skills

Communication Skills

Problem-Solving

Process Mindset

Coaching Ability

Attention to Detail

Multi-Tasking

Collaboration

Technology Proficiency

Urgency and Accountability

Education

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

Tools

Salesforce

Zendesk

Freshdesk

Job description

Apex Fintech Solutions seeks a Service Manager to lead the Service Management Office, overseeing Analysts and delivering exceptional client service. You will drive real-time operations, SLA adherence, and proactive issue resolution while collaborating with Operations, Compliance, and Product teams.

You will coach and develop staff, monitor performance, and optimize workflows to improve efficiency and client experiences across multiple accounts.