Manager, Americas Client Service Operations

Wellington Management • Boston, MA

3d • Hybrid

About The Position

Based in Boston, the Manager, Americas Client Service Operations will be part of the global Client Service Operations (CSO) team. This role is within the larger Client Operations group, which aims to foster a robust risk culture while enhancing our global support model to provide excellent service to both internal and external stakeholders. The Manager will play a central role supporting the Americas Institutional and Americas Wealth business lines, working closely with Client Platform, Global Operations, Trading, Portfolio Implementation, and the broader infrastructure platform to deliver best-in-class operational support and solutions. The Manager, US Client Operations, is a strategic leader responsible for overseeing the delivery of exceptional client service across the organization. This role ensures operational excellence, consistency and scalability while continuously enhancing the client experience. The Manager has line management responsibilities for operational servicing personnel in the region, leads cross-functional initiatives, oversees our third-party vendor relationships, and partners with regional leaders to establish a unified global service model. With a focus on technology enablement, process improvement, performance management, and client satisfaction, this role is critical to driving retention and long-term growth. The ideal candidate will be driven, possess strong people, transformation and project management skills, with the ability to communicate effectively at all levels of seniority.

Requirements

• 10+ years of experience in client operations, investment operations, or related field, with at least 5 years in a leadership role.
• Proven success building and scaling teams in a fast-paced environment.
• Proven track record of leading transformation and continuous improvement efforts, including redesigning processes, improving service models, and driving measurable efficiency and client experience gains.
• Excellent organizational, communication, and leadership skills.
• Strong analytical and problem-solving abilities.
• Experience managing third-party service providers or outsourced teams, including contract oversight, SLA adherence, and performance reviews.

Responsibilities

• Lead and manage the US CSO team, including daily operational support, issue resolution, and ongoing client communications.
• Partner with regional client operations leaders to build and maintain a consistent global client servicing model, ensuring alignment on standards, processes, and best practices
• Drive transformation initiatives that are aligned to the firm’s overall strategic roadmap
• Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure excellence in client support.
• Develop and implement scalable processes that enhance the client experience while improving internal efficiency.
• Analyze trends in client issues and feedback to inform product and process improvements.
• Collaborate with cross-functional leaders (Client Platform, Investment Platform, Infrastructure Platform) to resolve complex client challenges, anticipate evolving needs, and deliver scalable, client-centric outcomes.
• Mentor and develop a high-performing, client-focused team.
• Manage budgets and relationships with third-party providers to ensure quality, compliance, and alignment with client service standards.
• Serve as a senior point of escalation for high-impact client concerns.

Benefits

• At Wellington Management, our approach to compensation is designed to help us attract, inspire and retain the best talent in our industry. We strive to pay employees fairly and competitively across all levels and roles. Our approach to compensation considers all aspects of total compensation; all employees are eligible to receive salary, variable compensation, and benefits.
• Other rewards may include a discretionary Corporate Bonus and/ or Incentives, if eligible .
• In addition, we offer a comprehensive and high value benefit package to meet the unique needs of our employees and their families, and we are committed to fostering a flexible work environment that enables employees to thrive personally and professionally.
• Examples of our benefits include retirement plan, health and wellbeing, dental, vision, and pharmacy coverage, health savings account, flexible spending accounts and commuter program, employee assistance program, life and disability insurance, adoption assistance, back-up childcare, tuition/CFA reimbursement an d paid time off (leave of absence, paid holidays, volunteer, sick and vacation time)
• We believe that in person interactions inspire and energize our community and are essential to our culture. In support of this commitment, our employees work from our offices 4 days a week with flexibility to work remotely 1 day a week. We believe that this approach ultimately supports our mission to deliver investment excellence to our clients and their beneficiaries over the long term.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed