VP, Senior Client Experience Service Manager

Envestnet Asset Management, Inc - Berwyn, PA (30+ days ago)


Envestnet, Inc. (NYSE:ENV) is a leading independent provider of technology-enabled investment and practice management solutions to financial advisors who are independent, as well as those who are associated with small or mid-sized financial advisory firms and larger financial institutions. Envestnet's technology is focused on addressing financial advisors' front-, middle- and back-office needs. Envestnet is headquartered in Chicago.

We offer a highly competitive compensation and benefits package as well as the excitement, challenges, and rewards of a fast-growing, entrepreneurial company.

Currently we are seeking candidates who have an enthusiasm and commitment to provide a "Best in Class" client service experience to our Financial Institutions.

Overview:

This individual works with large institutional clients to identify their service issues and problems; addressing root causes and proposing short, medium and long term solutions. Works collaboratively with the Enterprise Relationship Management, Business Solutions, Technology, and Operations teams as needed.

Essential Duties/Responsibilities
•Provides optimal service and support to large institutional business, including tracking and resolving customer issues/concerns
•Facilitate best-practice process management with various operational and administrative areas of the organization, including making suggestions for improved client service, quality control, and risk management procedures
•Acts as a client advocate to resolve issues , balancing client needs and company practice
•Identify areas of opportunity for process improvement seeking out best-in-class approaches
•Escalation point for unresolved issues/trends, engage the entire organization as needed to develop and deliver solutions.
•Maintain relationships: Host ongoing calls with key clients, prepare project request for existing firms, coordinate on-site business review meetings (annual, quarterly) and develop agenda, meeting minutes, recaps, and distribution of action items
•Evaluate training needs for existing firms and provide best practice ideas to enhance institutions operational efficencies
•Assist Financial Institutions with establishment and maintenance of billing grids, products, and entitlements or configurations on the Envestnet Platform
•Understand assigned firms’ business model, goals, value proposition and identify Envestnet products that will increase their assets under management
•Work with account managers and business solution members to diligently resolve platform enhancement requests, updates, and provide viable client solutions
•Participation as a project resource
•Partner with Enterprise Relationship Managers to clearly understand key clients growth strategies. Provide ideas and enhance a client’s current support model to increase value based on these growth strategies and new products or services added.
•Work with account managers and business solution members to diligently resolve platform enhancement requests, updates, and provide viable client solutions
•Participation as a project resource
•Partner with Enterprise Relationship Managers to clearly understand key clients growth strategies. Provide ideas and enhance a client’s current support model to increase value based on these growth strategies and new products or services added.

•As part of the responsibilities for this role, you will understand and readily support Envestnet’s established corporate business practices, policies, internal controls, and procedures designed to create value or minimize risk.

Qualifications
•Bachelor’s degree in related field or equivalent experience required.
•At least 10 years of client –service experience in financial services or related industry
•Demonstrated knowledge of the securities industry, of various types of investment vehicles, and trading methods
•Demonstrated understanding of the operations function and deliverables within Financial Services business
•Understands the terminology and processing requirements within the Investment and Financial Services Industry

Preferred Qualities:
•Decisive and proven track record of driving results for the client
•Credible and diplomatic, able to navigate and diffuse challenging situations and effectively move issues forward
•Ability to critically analyze information and make sound recommendations
•Proven track record of effective communication internally and with clients
•Ability to leverage data and analytics to improve business outcomes
•Highly organized, possess strong attention to detail
•Ability to manage rapidly shifting priorities
•Ability to create and manage change across business functions
•Work as a member of a team with collaborative decision making
•Advanced critical thinking skills and the ability to question assumptions and retain relationships

Envestnet is an Equal Employment Opportunity.

Envestnet treats all employees as fairly and equitably as possible, and complies with all applicable local, state and federal laws relative to employment and equal employment opportunity. Envestnet is committed to providing equal employment opportunities and ensuring that all employment-related decisions are made without regard to race, color, sex, sexual orientation, age, gender, gender identity or expression, national origin, religion, physical or mental disability, protected veteran status, genetic information or any other protected status under applicable law.

Envestnet’s success depends on the creative ideas and broader perspective that comes with a diverse workforce. We seek the best talent from the widest possible pool, and we continue to offer opportunities for people willing and able to perform in a challenging and competitive environment.