About Us

Wellington Management offers comprehensive investment management capabilities that span nearly all segments of the global capital markets. Our investment solutions, tailored to the unique return and risk objectives of institutional clients in more than 60 countries, draw on a robust body of proprietary research and a collaborative culture that encourages independent thought and healthy debate. As a private partnership, we believe our ownership structure fosters a long-term view that aligns our perspectives with those of our clients.

About the Role

Based in Boston, the Manager, Americas Client Service Operations will be part of the global Client Service Operations (CSO) team. This role is within the larger Client Operations group, which aims to foster a robust risk culture while enhancing our global support model to provide excellent service to both internal and external stakeholders. The Manager will play a central role supporting the Americas Institutional and Americas Wealth business lines, working closely with Client Platform, Global Operations, Trading, Portfolio Implementation, and the broader infrastructure platform to deliver best-in-class operational support and solutions. 

The Manager, US Client Operations, is a strategic leader responsible for overseeing the delivery of exceptional client service across the organization.  This role ensures operational excellence, consistency and scalability while continuously enhancing the client experience.  The Manager has line management responsibilities for operational servicing personnel in the region, leads cross-functional initiatives, oversees our third-party vendor relationships, and partners with regional leaders to establish a unified global service model.  With a focus on technology enablement, process improvement, performance management, and client satisfaction, this role is critical to driving retention and long-term growth. The ideal candidate will be driven, possess strong people, transformation and project management skills, with the ability to communicate effectively at all levels of seniority.

KEY RESPONSIBILITIES

• Lead and manage the US CSO team, including daily operational support, issue resolution, and ongoing client communications.

• Partner with regional client operations leaders to build and maintain a consistent global client servicing model, ensuring alignment on standards, processes, and best practices

• Drive transformation initiatives that are aligned to the firm’s overall strategic roadmap

• Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure excellence in client support.

• Develop and implement scalable processes that enhance the client experience while improving internal efficiency.

• Analyze trends in client issues and feedback to inform product and process improvements.

• Collaborate with cross-functional leaders (Client Platform, Investment Platform, Infrastructure Platform) to resolve complex client challenges, anticipate evolving needs, and deliver scalable, client-centric outcomes.

• Mentor and develop a high-performing, client-focused team.

• Manage budgets and relationships with third-party providers to ensure quality, compliance, and alignment with client service standards.

• Serve as a senior point of escalation for high-impact client concerns.

REQUIREMENTS

• 10+ years of experience in client operations, investment operations, or related field, with at least 5 years in a leadership role.

• Proven success building and scaling teams in a fast-paced environment.

• Proven track record of leading transformation and continuous improvement efforts, including redesigning processes, improving service models, and driving measurable efficiency and client experience gains.

• Excellent organizational, communication, and leadership skills.

• Strong analytical and problem-solving abilities.

• Experience managing third-party service providers or outsourced teams, including contract oversight, SLA adherence, and performance reviews.

JOB TITLE

Manager, Americas Client Service Operations

JOB FAMILY

Global Operations

LOCATION

280 Congress

Not sure you meet 100% of our qualifications?  That’s ok. If you believe that you could excel in this role, we encourage you to apply and welcome a chance to review your background. We are dedicated to building and maintaining a diversified workforce and considering a broad array of candidates with a variety of skill, workplace experiences, and backgrounds.

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