Manager, Service Management Organization

APEX Fintech Services•Dallas, TX

9d•Hybrid

About The Position

The Manager, Service Management Office oversees the daily operational activities of the Service Management Analysts who support Apex's client relationships. This role is accountable for service delivery excellence, operational efficiency, and proactive issue resolution. The Service Manager ensures the team meets response time and resolution SLAs, identifies trends in client inquiries to drive systemic improvements, and maintains high-quality, consistent client experiences across all service interactions. This is a hands-on operational leadership role focused on real-time service management, workflow optimization, and team performance. The Service Manager collaborates with peer managers on strategic initiatives while owning day-to-day execution and operational metrics for their assigned clients.

Requirements

Bachelor's degree in Business, Operations Management, or related field (or equivalent experience)
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
Strong analytical skills with experience using data to drive operational improvements
Operational Leadership: Proven ability to manage daily operations and drive team performance in real-time
Service Excellence: Deep commitment to delivering exceptional client experiences and maintaining high service standards
Analytical Skills: Strong ability to analyze data, identify trends, and translate insights into actionable improvements
Communication Skills: Excellent written and oral communication; ability to communicate operational status, trends, and recommendations to leadership
Problem-Solving Skills: Resourceful and solutions-oriented; able to resolve issues quickly under pressure
Process Mindset: Natural inclination to document, standardize, and optimize workflows
Coaching Ability: Skilled at providing real-time feedback and developing team capabilities
Attention to Detail: High standards for accuracy and quality in all service interactions
Multi-Tasking: Ability to manage competing priorities and maintain focus in a dynamic environment
Collaboration: Strong cross-functional partnership skills; able to influence without authority
Technology Proficiency: Comfortable with CRM systems, ticketing platforms, reporting tools, and productivity applications
Urgency and Accountability: Drives results with a sense of urgency while maintaining quality standards

Nice To Haves

Brokerage or clearing operations experience, securities industry knowledge
Experience with CRM and ticketing systems (Salesforce, Zendesk, Freshdesk, etc.)
Lean Six Sigma or process improvement certification
Experience implementing workflow automation or service optimization tools
Background in quality assurance or continuous improvement methodologies

Responsibilities

Lead and support team members in delivering high-quality daily service to clients
Conduct daily standups and team huddles to review priorities, workload distribution, and blockers
Provide real-time coaching and support to team members on client inquiries and issue resolution
Monitor individual and team performance against productivity and quality standards
Foster a culture of urgency, accountability, collaboration, and service excellence
Conduct performance evaluations and provide ongoing feedback and development support
Monitor service queues (email, phone, ticketing system) in real-time to ensure timely response and resolution
Proactively manage workflow distribution across team members based on volume, complexity, and capacity
Ensure adherence to SLA targets for initial response times (e.g., 4 hours) and resolution times (e.g., 24-48 hours)
Identify and address bottlenecks or backlog issues immediately
Escalate critical issues or resource constraints to Account Management Manager
Implement queue prioritization strategies to balance urgent client needs with overall team efficiency
Optimize scheduling and coverage to ensure consistent service availability
Partner with internal teams to resolve client issues: Operations, Compliance, Billing, Product/Engineering
Manage escalations effectively, ensuring clear communication, ownership, and timely resolution
Coordinate with Solutions Engineering Manager for technical issue escalations
Work with Account Management Manager to align operational activities with strategic client priorities
Share insights from client inquiries to inform roadmap prioritization and business decisions
Escalate critical client issues or risks to appropriate leadership immediately
Track and report on key operational metrics including: Average response time and resolution time, First contact resolution rate, Customer satisfaction (CSAT) scores, Case volume and team productivity, SLA compliance rates, Escalation rates and reasons
Conduct daily, weekly, and monthly performance reviews with team and leadership
Use data and analytics to identify performance gaps and opportunities for improvement
Set and monitor individual and team performance targets
Implement quality assurance processes, including case reviews and calibration sessions
Analyze patterns and trends in client inquiries to identify recurring issues, systemic problems, or emerging risks
Categorize and track inquiry types (e.g., account issues, trade errors, billing questions, platform questions) to understand root causes
Collaborate with internal teams (Operations, Product, Engineering, Compliance) to address systemic issues identified through trend analysis
Create and share regular trend reports with leadership highlighting: Top inquiry drivers, Emerging issues requiring attention, Opportunities for process improvement or automation, Client pain points and friction areas
Proactively recommend solutions to reduce inquiry volume and improve client self-service capabilities
Implement and refine standard operating procedures (SOPs) for common client inquiries and processes
Identify opportunities for automation, self-service tools, and efficiency gains
Continuously improve service delivery processes to reduce handle time while maintaining quality
Develop and maintain knowledge base articles, macros, templates, and job aids to support team efficiency
Lead process improvement initiatives focused on reducing client friction and improving satisfaction
Establish and refine escalation procedures and hand-off protocols between Client Service Analysts and Account Managers
Drive consistency in service delivery across all team members
Establish and enforce quality standards for all client interactions (accuracy, tone, completeness, professionalism)
Conduct regular quality reviews of cases, emails, and calls
Provide constructive feedback and coaching to improve service quality
Run calibration sessions to ensure consistency in how team members handle similar issues
Monitor client feedback and satisfaction scores to identify coaching opportunities
Ensure compliance with regulatory requirements and company policies in all client communications
Identify skill gaps and training needs within the team
Develop and deliver training programs on product knowledge, processes, tools, and soft skills
Create opportunities for peer learning, shadowing, and knowledge sharing
Support career development conversations and progression planning
Recognize and reward high performers and exceptional service delivery
Build team morale and engagement through regular communication, recognition, and team-building activities