Global Client Services Manager

Role Summary:

Under general direction, manages day-to-day operations for one or more teams across various locations within the Global Client Services (GCS) Department. Sets the tone for the department by consistently modeling and supporting Capital's core values. Manages, coaches and oversees the performance and development of a team of associates. Provides leadership to build effective teams through a high degree of influence, communication and drive for results. Anticipates future business needs, identifies opportunities to enhance capabilities and services, and partners with Senior leadership to help set strategic direction for the GCS functional team. Focuses on current and future planning based on business needs and initiatives set forth by GCS, Investment Operations and Distribution. Uses professional skills, relationship savvy, business objectives and creativity to deliver effective solutions to complex problems. Leads or participates in projects or initiatives.

Role Description:

Collaborates with senior manager to select, develop and maintain effective team(s). This includes:

Assigns work across associates based on business and developmental needs.

• Works closely with associates to analyze/revise workflow as needed. Continues to assess workflow to identify efficiencies and streamline opportunities on an ongoing basis.
• Monitors resources to ensure adequate staffing in order to complete team responsibilities as well as the work across teams.
• Monitors trends and areas where work can be more effective and efficient. Identifies issues and trends related to processes, manages risk and supports operational changes to improve workflow and effectiveness.
• May assist to help complete the work when volumes are heavy.
• Seek out and be open to feedback.
• Pursue opportunities that expand your skills and confidence.
• Be curious; keep learning with a future-focused approach.

Leads and provides direction to team(s) in Global Client Services.

• Displays proficient knowledge in GCS' various functional teams.
• Maintains oversight of work to ensure the highest level of service is efficiently delivered, with risk mitigated and escalated appropriately.
• Assesses and identifies training needs.
• Manages the workflow to ensure tasks are completed in a timely manner.
• Coaches and develops associates, and identifies key talent to build strength in future talent pipeline.
• Ensures established guidelines are followed within the team.
• Establishes individual and team goals/objectives for associates to support broader business area objectives.
• Understands, identifies and acts on the inherent and emergent risks in the operations of the team and its activities.
• Assesses resource needs on a forward looking basis and makes staffing recommendations.
• Provides guidance on complex and/or ambiguous operational issues, technical questions, business processes and management issues.
• Resolves complex problems related to client service, distribution support and risk management.
• Communicates with other internal managers and senior managers primarily on operational, service, technical and/or project related issues.
• Keeps abreast of both internal and external trends and makes recommendations to better align with evolving business priorities.
• May represent GCS in a variety of interactions with clients, Distribution professionals, senior business leaders, vendors or industry counterparts.

Manages Project through innovation, identifies opportunities for new projects by assessing the current environment and applying understanding of current and future business needs.

• Plans, prioritizes, aligns resources and coordinates projects. Monitors and confirms status with senior manager, clients and associates.
• Contributes to cross-functional projects represent GCS or Investment Operations.

Performs additional responsibilities as assigned Business & Technical Skills.

Demonstrates ability to lead and manage initiatives across multiple teams or groups.

Demonstrates intellectual curiosity and analytical skills in areas of high complexity, ambiguity and diversity.

Demonstrates a strong understanding of Capital’s distribution business and ability to anticipate a future/evolving business environment. Works with other associates to develop solutions for current and future needs.

Demonstrates broad working knowledge of Global Client Services functional responsibilities and interdependencies with various business partners, and an in-depth knowledge of functional team responsibilities, procedures, risks and controls.

Exhibits knowledge in current and possible future policies, practices, trends, technology and information affecting Distribution and Global Client Services.

In fulfilling the roles described above, act in accordance with the following Capital Grou Leading Capital Expectations.

Enhance Our Culture

• Model our core values and lead with optimism.
• Create a culture of excellence that motivates associates to deliver at their highest potential.
• Build trust and foster an environment where all associates feel they belong.
• Inspire a shared sense of purpose in our daily work.

Develop Our People

• Thoughtfully design development plans and champion continuous learning to keep skills current.
• Actively develop associates through clear and candid feedback, coaching and challenging work experiences.
• Leverage diverse perspectives to build high-performing teams.
• Mentor the next generation of leaders.

Invest In Yourself

• Hold yourself accountable in becoming the best version of yourself as a leader.
• Seek out and be open to feedback.
• Pursue opportunities that expand your skills and confidence.
• Be curious; keep learning with a future-focused approach.

Drive Results

• Deliver and drive accountability for business outcomes tied to Long-term Strategic Plan (LTSP) priorities and metrics.
• Promote a “One-CG” mentality; collaborate across groups and geographies.
• Embrace simplicity and scale to meet increasingly complex client needs.
• Empower teams to creatively shape business success.

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In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital’s annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.

You can learn more about our compensation and benefits here.

* Temporary positions in Canada and the United States are excluded from the above mentioned compensation and benefit plans.

We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.