Client Service Journey Owner

Neuberger Berman•New York, NY

3d•$80,000 - $115,000•Remote

About The Position

Neuberger Wealth is seeking a highly motivated and results-driven individual to lead initiatives focused on process improvement and operational excellence. This individual will play a critical role in enhancing the efficiency, scalability, and effectiveness of the Neuberger Wealth business by evaluating current processes, identifying opportunities for improvement, and driving implementation efforts. The role requires a blend of strategic thinking, operational expertise, and change management capabilities. As a member of the Wealth Platforms & Experience organization, the role of Client Service Journey Owner will be responsible for the ownership and execution of several strategic programs and analyses related to Private Wealth’s Client Service Journey. The candidate will be a detail oriented strategic thinker with a passion for solving complex problems, dealing with ambiguity, organizational design, and who possesses an unrelenting customer obsession and a strong desire to make their mark on the organization.

Requirements

Bachelor’s degree in Business Administration, Finance, Operations Management, Engineering, or a related field
5+ years of experience in Wealth Management / Private Banking.
Strong knowledge of process mapping, workflow analysis, and operational efficiency tools
Proficiency in automation technologies and familiarity with digital transformation initiatives
Experience in change management principles and techniques
Candidate must be a self-starter with the ability to operate independently and make decisions
Ability to build relationships and partner across a complex organization
Ability to multi-task and manage multiple simultaneous projects
Ability to influence seniors and stakeholders outside of your span of control
Excellent time management, follow-through, and project delivery skills
Exceptional written and verbal communication skills, able to simplify complexity
Exceptional analytical skills
Strategic thinker
Strong attention to detail
Highly organized
Owner of outcomes
Team player
Applicants must be authorized and have the right to work in the country where the role is located without the need for current or future sponsorship.

Nice To Haves

Direct experience with client service, product ownership, or business analysis a plus

Responsibilities

Own and enhance all aspects of the Client Service journey across the Wealth business (transacting, trading, maintenance, inquiry, self-service)
Create and maintain journey maps, process flows, SOPs, and playbooks and training materials across the end-to-end client onboarding journey
Identify friction points and recommend enhancements that reduce handoffs, processing times, and error rates
Analyze current operating model, inclusive of roles and responsibilities across all areas supporting the Client Service journey. Recommend and implement changes focused on efficiency and enhanced client outcomes
Establish and track SLAs and KPIs
Drive all aspects of technology enablement in the Client Service space inclusive of requirements creation, user testing, release coordination, and post-launch adoption and performance
Partner with Enterprise Data Governance to define and maintain client and account data dictionaries and validation rules. Ensure consistency across the ecosystem and all client and advisor touchpoints
Inventory and rationalize Client Service forms and documentation requirements with the goal of simplification of workflows
Maintain an inventory and prioritization of known tech debt / enhancements