Director - Client Implementation
About The Position
We're looking for a Client Implementation Leader to join our team! In this role, you'll lead and coordinate all aspects of client transitions and product implementations, serving as a strategic liaison between internal and external stakeholders, and our client-facing teams. Your responsibilities include identifying and resolving complex implementation challenges, through project leadership, developing and implementing new processes, conducting process reviews, and driving system enhancements. You'll provide guidance and set expectations for team members while maintaining a strategic view of the broader organization to ensure all solutions align with company objectives. Collaborate with our Global Sales and Client teams and engage directly with Clients to provide a best-in-class client experience throughout the onboarding process. Lead and develop a team supporting global client and product implementation. Build a culture of ownership and excellence through clear metrics, accountability, and strong project management capabilities across the team. Drive end-to-end client implementation including new account onboarding, in-kind transfers, complex mandate changes, and account closures. Ensure a best-in-class client experience throughout the entire lifecycle. Partner cross-functionally with Product, Sales, Client teams, Legal, Compliance, Investment Team, and Operations to coordinate project workstreams and ensure successful delivery of client transitions and product launches. Support new product launches in partnership with the Fund Platform team. Ensure operational requirements are understood and setup is facilitated with internal/external partners. Manage complex, concurrent projects using detailed planning, status tracking, monitoring, reporting, and stakeholder communication. Develop strategies for managing timelines across multiple deliverables and internal stakeholders. Enhance operational efficiency by simplifying client and product implementation through improved process design, technology integration, and driving thoughtful improvements across the organization. Maintain strong risk and control environment by working closely with Risk, Audit, and Operational Excellence teams. Build and maintain department procedures and documentation. Partner with Principal Client Experience Leadership team to enhance client experience and develop best practice for servicing our global client base. Stay current on industry trends and best practices to continuously advance Principal's client experience and operational excellence initiatives. Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose-led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years!
Requirements
- Bachelor's degree, or equivalent, in accounting, finance, economics or business required
- 10+ years' related work experience required, preferably in investment/mutual fund operations or related field.
- Consultative communication skills and ability to communicate with stakeholders at all levels
- Ability to translate and execute business strategies
- Strong critical thinking, analytical, problem solving, interpersonal, time management, and decision making
- Strong client service orientation
- Ability to take initiative, be a self-starter and work independently
Nice To Haves
- Investment operations onboarding experience is preferred
Responsibilities
- Lead and coordinate all aspects of client transitions and product implementations
- Serve as a strategic liaison between internal and external stakeholders, and our client-facing teams
- Identify and resolve complex implementation challenges, through project leadership
- Develop and implement new processes
- Conduct process reviews
- Drive system enhancements
- Provide guidance and set expectations for team members
- Maintain a strategic view of the broader organization to ensure all solutions align with company objectives
- Collaborate with our Global Sales and Client teams and engage directly with Clients to provide a best-in-class client experience throughout the onboarding process
- Lead and develop a team supporting global client and product implementation
- Build a culture of ownership and excellence through clear metrics, accountability, and strong project management capabilities across the team
- Drive end-to-end client implementation including new account onboarding, in-kind transfers, complex mandate changes, and account closures
- Partner cross-functionally with Product, Sales, Client teams, Legal, Compliance, Investment Team, and Operations to coordinate project workstreams and ensure successful delivery of client transitions and product launches
- Support new product launches in partnership with the Fund Platform team
- Manage complex, concurrent projects using detailed planning, status tracking, monitoring, reporting, and stakeholder communication
- Develop strategies for managing timelines across multiple deliverables and internal stakeholders
- Enhance operational efficiency by simplifying client and product implementation through improved process design, technology integration, and driving thoughtful improvements across the organization
- Maintain strong risk and control environment by working closely with Risk, Audit, and Operational Excellence teams
- Build and maintain department procedures and documentation
- Partner with Principal Client Experience Leadership team to enhance client experience and develop best practice for servicing our global client base
- Stay current on industry trends and best practices to continuously advance Principal's client experience and operational excellence initiatives
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What This Job Offers
Job Type
Full-time
Career Level
Director
