Senior Manager - Service Delivery (Fintech)

TL;DR

Senior Manager - Service Delivery (Fintech): Leading structured client onboarding and engagement processes for financial reporting and capital markets solutions with an accent on scalable service delivery and client satisfaction. Focus on designing onboarding experiences, implementing feedback loops, and optimizing resource allocation to drive retention and revenue.

Location: Remote (US)

Company

DFIN is a values-driven organization providing innovative software and service solutions for essential financial reporting and capital markets transactions.

What you will do

• Design and deliver a consistent, scalable onboarding experience for new and returning clients.
• Segment clients by needs and value to drive tailored engagement and satisfaction.
• Partner with Sales and Corporate Governance to align service delivery with evolving client requirements.
• Implement feedback loops, escalation processes, and continuity planning to proactively manage seasonality.
• Lead capacity planning to anticipate demand and ensure effective resource allocation.
• Develop client health scoring and track key metrics including retention, renewals, and NPS.

Requirements

• Bachelor’s degree in business, finance, or a related field (advanced degree preferred).
• At least five years of experience in client experience, proxy services, or related areas within financial services.
• Proven track record in leading cross-functional teams and managing complex client relationships.
• Strong organizational, analytical, and communication skills.
• Experience in client segmentation, capacity planning, and feedback management.
• Must be based in the US.

Culture & Benefits

• Recognized as one of America's Most Loved Workplaces for five consecutive years.
• Competitive compensation and comprehensive benefits.
• Flexible workplace environment supporting total well-being.
• Opportunities for professional growth and a values-driven organizational culture.