Client Account & Services Lead I

Client Support Lead will provide support and advice to the Client Operations Analyst, Service Managers and Operational Leads on systems issues in both production support and development of new processes/support. Will report escalated Operational and Production incident items directly to the External client; and provide assistance to our Internal teams in the mitigation and resolution of issues. Client Support Leads are liaisons between Information Technology, Finance, Operations, Legal, Compliance and External clients on production incidents and are responsible for facilitating the flow of information between departments.

WHAT YOU LL DO:

• Take ownership of clients issues and coordinate with internal stakeholders for timely resolutions.
• Take lead in mentoring teammates to ensure constant improvement
• Develop best practices, standards, and policies for the team
• Completing research and providing analysis as needed to support Management in decision making
• Drive resolution of production issues
• Assist in the research and investigation of escalated production issues and engage teams for resolution
• Assist in identifying, developing and executing continuous improvement opportunities
• Facilitating business needs and priority identification
• Track incidents through completion while providing regular updates to both internal and external customers
• Document business impact, research and resolution steps and long-term preventative measures via incident reports
• Provide regular severity updates to Senior leadership, Others
• The role demands working during late evening hours to support U.S. Eastern and Central Time teams, with occasional flexibility for incident management or business needs. Requires flexibility to support a 24x7 operational schedule, including participation in an on-call rotation.

WHAT YOU LL NEED:

• A bachelor s degree in Computer Information Systems, Business Administration, or a related field; or a high school education and equivalent work experience in business analysis and application development
• Expert knowledge of SQL, client/server, and network environments
• Advanced Microsoft PC software experience (i.e., Excel, Word)
• Excellent written, oral and interpersonal communication skills
• Expert level troubleshooting skills
• Proven ability to lead and mentor teammates to ensure constant improvement
• Advanced understanding of multiple software applications
• Customer service skills with strong relationship management skills with the ability to interact positively and successfully with all level of associates and managers to meet business needs
• 10+ years work experience or an education in systems or quantitative analysis and business solutions development required
• Expert level Annuity and Life Insurance industry-related knowledge
• Experience in Annuity, mutual funds, financial services, or life insurance work experience preferred
• Experience in project management preferred