Client Service Delivery Analyst

Job Description

If you want to be instrumental in delivering unparalleled customer service and operational excellence, you have found the right team.

Job Responsibilities

• Process client transactions accurately and efficiently, leveraging your developing knowledge of our products and services.
• Address client inquiries and troubleshoot issues, applying your understanding of our operating procedures and your developing skills in digital literacy and process automation.
• Participate in the end-to-end change management process, applying your beginning proficiency in change management to influence others and mitigate stakeholder impact.
• Manage daily client queries and complete responses within agreed SLAs.
• Coordinate incident triage and updates; capture root cause and remediation actions to closure.
• Prepare and maintain client reporting, including SLA/KPI packs and service updates.
• Support client service reviews with data, materials and action tracking.
• Assist with client requested changes and migrations, partnering with internal teams for smooth execution.
• Maintain controls across reconciliations, reporting and documentation; escape risks with context and next steps.
• Contribute to process standardisation and small automation opportunities.

Required Qualifications

• Knowledge or equivalent expertise in customer service operations, with a focus on transaction processing and troubleshooting.
• Demonstrated ability to establish productive working relationships with internal stakeholders, with a focus on driving mutually beneficial outcomes.
• Experience in using problem-solving techniques to identify and resolve issues, with a focus on improving operational efficiency.
• Experience in fund services or related financial operations; client-facing exposure.
• Foundational understanding of fund accounting operations (NAV lifecycle, reconciliations, client reporting).
• Proficiency with Microsoft Excel (lookups, pivots) and PowerPoint; strong written communication.
• Ability to interpret SLA/KPI data and communicate clear updates to stakeholders.

Preferred Qualifications

• Proficient in leveraging AI/ML technologies and implementing automation tools to enhance client solutions, streamline processes, and improve efficiency.
• Proficient in driving continuous and process improvement initiatives to ensure high-quality client experiences.
• Developing ability to apply cultural intelligence and data & tech literacy for effective engagement with diverse clients and innovative solutions.
• Beginning knowledge of cybersecurity best practices to protect client data, with developing skills in quantitative reporting for informed decision-making.
• Experience supporting incident management and documenting root cause and remediation.
• Familiarity with BI/automation tools (Power BI/Tableau, Alteryx) to analyse data or streamline tasks.

Equal Opportunity Employer

We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants and employees religious practices and beliefs, as well as mental health or physical disability needs.

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