About the position
The Chief Innovation Officer - Client Services Operations (CIO - CSO) is responsible for operational and thought leadership, strategic direction, and overall tactical implementation of LNW's centralized client service and investment operations functions. Key objectives of this position are to leverage current and future technologies, manage an appropriately resourced service team, and deliver highly scalable, accurate and professional centralized client service and investment operations. Other top considerations include enhancing advisors' client servicing capabilities, appropriately managing business risk and meeting compliance related obligations. Key internal constituents include leaders of client services, trust services, and investments with whom the CIO - CSO will collaborate in the design and implementation of the service offering and related workflows. LNW has invested in an industry leading technology stack and is in the process of segmenting client service offerings to better align deliverables and client needs and expectations. Early focus for this position will be on partnering with Client Service, Trust and Investment leaders in implementing these segmented client offerings, driving full utilization of current technologies, and collaborating on optimal design of operational workflows. Longer term, the role will be focused on a continual drive towards operational innovation, leveraging technology to provide scale and efficiency, and supporting client service teams in their role of serving clients in a highly personal and bespoke manner. The CIO - CSO will also be responsible for leading and managing the assigned service team and creating a culture that is fully supportive of LNW's values and behaviors.
Responsibilities
- In partnership with client service and other leaders, help design key offerings and associated operational support for each client segment, identifying both unique and overlapping service and operational opportunities.
- Collaborate with the management team to develop and implement plans for the operational infrastructure, systems, processes and personnel designed to accommodate current client needs as well as the growth objectives of the organization.
- Actively provide change management leadership, especially as LNW implements differentiated client service models.
- Foster a team-oriented culture focused on cultivating and rewarding behaviors consistent with firm values.
- Participate as a member of the CEO's executive leadership team, assuming a key role in developing long-term client service strategies that support business profitability objectives.
- Measure effectiveness of operational processes and systems. Provide relevant operational reports (including by client segment).
- Leverage existing and new technology to meet the ongoing operational needs of the LNW team and clients. Measure the effectiveness of technology enhancements and their impact on staffing and individual roles.
- Motivate, inspire, and lead a high-performance team.
- Develop staffing plans as circumstances evolve and change.
- Encourage growth and evolution of the firm and its operational processes.
- Manage and oversee the long-range strategic plan and annual budgeting process for the client service and investment operations function and associated initiatives, in collaboration with client service leaders.
- Practice inclusive management and create an inclusive environment by integrating DEI values and considerations into management approach and ensuring equitable treatment of all direct reports and teams within the span of position.
Requirements
- 7 plus years of comprehensive experience in a complex investment and/or wealth management enterprise managing operations and systems integrations.
- Prior experience with operational imperatives in an M&A context is a plus.
- Hands on experience leading workflow design and development within a client focused framework.
- Proven track record of successful implementation and adaptation for firm-specific needs.
- Preference for direct experience with Salesforce, Addepar, and Canoe software.
- Solid and broad knowledge and understanding of wealth management, investment management and/or trust businesses.
- Deep knowledge of the operational aspects of a wealth and/or investment management business, including such items as account opening and closing, moving money, portfolio accounting and updates, custodial interactions and relationship management, security valuation, client reporting, (internal and external) client interaction and support, operational systems maintenance, etc.
- Knowledge of operational aspects of the broad investment landscape including traditional and alternative investments in both public and private form.
- Strong strategic vision and creativity demonstrating excellent business acumen, professional judgment and understanding of client and systems issues.
- Demonstrated ability to translate strategy into plans and tactics and successfully implement those plans.
- High ethical standards.
- Strong written and verbal communication skills.
- Excellent interpersonal skills, with the ability to work with all levels of employees.
- Skilled business leader/practitioner; capable of inspiring and developing others.
- A desire and the ability to work in a collaborative team environment.
- Strong organizational skills with an attention to detail and ability to multi-task in a fast-paced environment.
Benefits
- Competitive salary commensurate with experience and skills.
- Annual bonus based on company and individual performance.
- Medical, dental and vision coverage.
- Generous time off (including sabbaticals).
- Flexible spending plans for health care and dependent care.
- 401(k) plan.
- Educational reimbursements.
