Role Description
The Client Service Operations (CSO) is an internal specialty function of Grant Thornton LLP. The CSO provides support capabilities to larger strategic accounts focusing on risk mitigation, third-party vendor management, and assisting engagement teams to achieve sustainable client growth. We act as a single point of contact between account teams and internal organizations, providing expedited resolutions to complex situations. We also offer a standard portfolio of services providing operational support for clients of high risk or revenue potential.
The CSO Assignment Administrator (CSO AA) will be responsible for the daily management and delivery of the CSOs Account Administration services for an assigned portfolio of accounts and engagements across the following areas:
Engagement Planning & Set-up:
- Client / Engagement acceptance
- Setup of standard internal engagement management tools
Engagement Management
- Oversee collection and tracking of client documents, as required for engagement
- Work with account teams to complete engagement close out activities
Billing and Financial Management
- Prepare invoices for engagements in portfolio
- Monitor engagement financial metrics (aged accounts receivable, aged unbilled time, payment application
- Resolve billing issues (billing errors, invoice rejections, budget discrepancies)
.
This individual will work very closely with internal account team stakeholders across services and processes. As a result, they will be expected to continually identify areas of improvement that will service as input into continuous improvement programs.
The CSO AA may also be asked to provide analysis and recommendations on service targets based on ongoing performance. They will be expected to meet service targets and report on any gaps or issues in a proactive manner.
Summary of Responsibilities
- Work hand-in-hand in conjunction with and as a critical component of our client engagement teams, and other core finance functions (Reporting & Analytics, Planning & Investments, Centralized Billing) in the day-to-day financial management of our engagements
- Serve as a main point of contact to help guide our engagement teams through any and all financial operations processes, including client invoicing, A/R & WIP management, billings/collections/reserves, expense management, budget-to-actuals
- Participate in initiatives and rollout of new/revised business processes and supporting tools/technology that can assist all client-facing professionals in managing their engagements with excellence
- Provide input, analysis and recommendations into service targets
- Monitor and meet established performance targets for in-scope services
- Accountable for the overall customer experience related to in-scope services
- Manage or escalate issues as appropriate
- Participate in special projects, ad-hoc requests, and ongoing process improvement initiatives
- Maintain data repositories with accurate and complete documentation and attributes for ongoing reporting and compliance
- Help maintain the accuracy and classification of requests, inquiries and escalations
- Collect and organize supporting documentation and reports as requested
- Assist with analysis and data collection for ad-hoc requests or ongoing process improvement initiatives
Oversee third party vendor management systems as required for enagagement management and electronic billing activities
Skills
- Ability to facilitate small group meetings and discussions
- Strong problem solving and decision-making skills
- Strong organizational skills with the ability to prioritize, coordinate, and complete multiple tasks
- Detail orientation and deadline-focused
- Team orientated and strong work ethic
- A focus on strong client service and responsiveness
- Excellent written, verbal, and interpersonal communication skills
- Adherence to strict confidentiality policies
- Optimistic and team player attitude with the ability to work with those at all levels and functions (both internal across the firm and external personnel);
- Ability to manage multiple service across various clients and competing priorities in a rapidly changing, fast-paced, interactive, results-based team environment
- Must possess a strong understanding of business operations and ability to align operations with business goals
- Analytical mindset, detail orientation and deadline-focused
- Self-motivated with the ability to work autonomously at times, involving team members and escalate issues as needed.
Qualifications
- Minimum 2 years of relevant professional experience, preferably within a finance or operations function
- Experience within the financial services or consulting industries is a plus
- Bachelors degree in Accounting, Business, Management or a related field
- Proficient in Microsoft Office and Productivity Applications (Excel, Word, Power Point, , Project, SharePoint and MSO365 applications)
- PowerBi experience highly desirable
Core Competencies
- Decision Making
- Identifies issues, problems and opportunities
- Gathers information
- Interprets information
- Generates alternatives
- Chooses appropriate action
- Commits to action
- Involves others
- Work standards
- Sets standards for excellence
- Ensures high quality
- Takes responsibility
- Encourages others to take responsibility
- Tenacity
- Persists in efforts
- Continuously reassesses and prioritizes
- Escalates and engages when necessary
- Quality Orientation
- Ensures high-quality output
- Takes action
