Client Service Journey Owner

Summary:

Neuberger Wealth is seeking a highly motivated and results-driven individual to lead initiatives focused on process improvement and operational excellence. This individual will play a critical role in enhancing the efficiency, scalability, and effectiveness of the Neuberger Wealth business by evaluating current processes, identifying opportunities for improvement, and driving implementation efforts. The role requires a blend of strategic thinking, operational expertise, and change management capabilities.

As a member of the Wealth Platforms & Experience organization, the role of Client Service Journey Owner will be responsible for the ownership and execution of several strategic programs and analyses related to Private Wealth’s Client Service Journey.

The candidate will be a detail oriented strategic thinker with a passion for solving complex problems, dealing with ambiguity, organizational design, and who possesses an unrelenting customer obsession and a strong desire to make their mark on the organization.

Primary Responsibilities:

• Journey Definition
  • Own and enhance all aspects of the Client Service journey across the Wealth business (transacting, trading, maintenance, inquiry, self-service)
  • Create and maintain journey maps, process flows, SOPs, and playbooks and training materials across the end-to-end client onboarding journey
  • Identify friction points and recommend enhancements that reduce handoffs, processing times, and error rates
  • Analyze current operating model, inclusive of roles and responsibilities across all areas supporting the Client Service journey. Recommend and implement changes focused on efficiency and enhanced client outcomes
  • Establish and track SLAs and KPIs
• Technology Enablement
  • Drive all aspects of technology enablement in the Client Service space inclusive of requirements creation, user testing, release coordination, and post-launch adoption and performance
  • Partner with Enterprise Data Governance to define and maintain client and account data dictionaries and validation rules. Ensure consistency across the ecosystem and all client and advisor touchpoints
  • Inventory and rationalize Client Service forms and documentation requirements with the goal of simplification of workflows
  • Maintain an inventory and prioritization of known tech debt / enhancements

Experience & Skills Qualifications:

• Bachelor’s degree in Business Administration, Finance, Operations Management, Engineering, or a related field
• 5+ years of experience in Wealth Management / Private Banking. Direct experience with client service, product ownership, or business analysis a plus
• Strong knowledge of process mapping, workflow analysis, and operational efficiency tools
• Proficiency in automation technologies and familiarity with digital transformation initiatives
• Experience in change management principles and techniques
• Candidate must be a self-starter with the ability to operate independently and make decisions
• Ability to build relationships and partner across a complex organization
• Ability to multi-task and manage multiple simultaneous projects
• Ability to influence seniors and stakeholders outside of your span of control
• Excellent time management, follow-through, and project delivery skills
• Exceptional written and verbal communication skills, able to simplify complexity
• Exceptional analytical skills
• Strategic thinker
• Strong attention to detail
• Highly organized
• Owner of outcomes
• Team player

Applicants must be authorized and have the right to work in the country where the role is located without the need for current or future sponsorship.

Compensation Details

The salary range for this role is $80,000-$115,000. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. This range is only applicable for jobs to be performed in the job posting location. An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, business sector, performance, shift, travel requirements, sales or revenue-based metrics, market benchmarking data, any collective bargaining agreements, and business or organizational needs. This job is also eligible for a discretionary bonus, which, along with base salary and retirement contributions, is part of our total comprehensive package. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, retirement, life insurance and other benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, production, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Neuberger is an equal opportunity employer. The Firm and its affiliates do not discriminate in employment because of race, creed, national origin, religion, age, color, sex, marital status, sexual orientation, gender identity, disability, citizenship status or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact onlineaccommodations@nb.com.

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