Role Description You lead your team through their entire lifecycle, from partnering with Recruiting for hiring and structured onboarding to continuous development and performance evaluation. - Drive the daily operational steering of your team by translating departmental KPIs into transparent goals. - Conduct root-cause performance analyses and implement strategies to handle shifting volumes. - Own the service quality within your team, collaborating with Quality Assurance and Learning & Development experts. - Close knowledge gaps through targeted coaching, shadowing sessions, and actionable feedback. - Act as the domain owner for your specific topic area, translating client feedback into actionable requirements. - Implement proactive process improvements to reduce contact volume. - Manage stakeholder communication during incidents, ensuring team alignment on updates and workflows. Qualifications - Proven experience in a leadership, management, or senior operational role within a client-facing environment, ideally in financial services, FinTech, or banking. - Strong analytical capabilities, comfortable with interpreting data and compiling performance reports. - Ability to translate statistical insights into actionable strategies. - Empathetic yet performance-oriented leader, skilled in motivating teams and conducting structured performance reviews. - Experience in creating development plans to retain high-potential talent. - Keen eye for continuous improvement, process optimisation, and quality ownership. - Fluent in English, both written and spoken; additional language skills (Italian or German) are a strong plus. Benefits - Be part of one of the fastest-growing Fintech startups in Europe, creating innovative services that impact customers' lives. - Work with an international, diverse, inclusive, and ever-growing team. - Access to the latest hardware and tools for productivity. - Learn and grow through in-house knowledge sharing and career development sessions. - Individual Education Budget for personal development. - Free German language classes to experience German culture firsthand. - International relocation support if required. - Opportunity to work from abroad. - Attractive compensation package and company pension scheme. - Monthly contribution of 50% for the ‘Deutschland Jobticket’. - Complimentary subscription to Scalable Capital's PRIME+ Broker. - Flexible and discounted sports activities with Urban Sports Club.

Role Description The Associate Client Services Director is a senior, commercially-led, strategic and client-facing role within the Client Services stream, reporting to the Client Service Director. This is a consultative role, as much about shaping the client's strategic thinking as managing the account. This role owns a dedicated portfolio of accounts, accountable for the commercial performance, strategic direction and relationship health of those clients end to end. Alongside their own portfolio, they provide senior support to other accounts across the APAC region as needed. The purpose of the role is to be out in front of clients, building senior relationships, raising the client's strategic ambition, and turning that into commercial growth. Qualifications - 7+ years' experience in Client Services, Account Management or Client Partnership within a digital or performance marketing agency. - Track record of owning a commercial client portfolio and leading commercial conversations at a senior level, renewals, pricing, scope and expansion. - Experience engaging C-suite or senior executive client stakeholders. - Desirable: experience working with Google Marketing Platform enterprise customers (GA4, DV360, SA360 and similar). Requirements - Own the commercial health, retention and growth of a dedicated portfolio of clients. - Act as the senior point of accountability for these accounts, revenue retention, account growth and relationship health. - Maintain a real-time view of portfolio health, risk and opportunity across the dedicated accounts. - Lead the commercial conversation for these clients: renewals, pricing, scope changes, upsell and cross-sell. - Own the scoping document for their accounts, ensuring scopes are outcome-based, correctly priced and operationally feasible. - Build and maintain executive-level relationships with key stakeholders across the dedicated portfolio. - Actively identify opportunities within client organisations to expand services. - Run strategic sessions with key client stakeholders. - Travel regularly to meet clients face-to-face. - Act as the first senior escalation point for commercial and relationship risk. - Sponsor structured monthly health reviews (RAG) and drive timely mitigation of at-risk relationships. - Partner closely with the Client Service Director on stream strategy, standards and operating cadence. - Build and maintain relationships with key technology partners, including Google. - Model best-practice commercial and client leadership behaviour for the wider Client Services team. Benefits - Full-time, permanent position. - 38 hours/week, Monday to Friday. - Opportunity to work within Australia (NSW, VIC or QLD). Company Description Note: only applications within the targeted time zones/locations are being processed.

Title: Client Services Operations Manager Location: New York, United States Job Description: Client Service & Operations Manager Full Time, Direct Hire Remote, USA (EST Working Hours) $70,000-90,000/yr Please scroll to the bottom of this posting to review an important Candidate Safety & Fraud Awareness Disclaimer from TCWGlobal. We are a fee-only fiduciary financial planning and investment management firm focused on delivering highly personalized advice and an exceptional client experience. We help clients make smarter financial decisions through thoughtful planning, long-term relationships, and a simple, technology-enabled process. We are growing and looking for a highly organized, proactive operations leader who can help us scale while maintaining the high-touch client service our firm is built on. About the Role The Client Service & Operations Manager will serve as a key operational leader for the firm. This person will oversee day-to-day operations, improve workflows, support client service delivery, manage systems and vendor relationships, assist with compliance processes, and provide direct support to firm leadership. The ideal candidate has experience in wealth management, financial advisory, financial services, or an RIA environment and is comfortable balancing hands-on execution with strategic operational support. What You’ll Do Firm Operations: - Oversee daily operational functions across the firm - Maintain and improve workflows, procedures, and service processes - Ensure accuracy and consistency in client onboarding, account servicing, and administrative tasks - Document and update internal procedures - Identify process improvements that increase efficiency and scalability - Coordinate with custodians, vendors, and technology providers - Help ensure the firm’s infrastructure can support future growth Client Service & Experience: - Oversee the client onboarding process to ensure accuracy and timeliness - Monitor client service requests and follow-up items - Establish and maintain service standards for response times and communication quality - Resolve escalated client service issues professionally and promptly - Support advisors with client meeting preparation, documentation, and follow-up - Help ensure every client touchpoint reflects the firm’s fiduciary, client-first approach Technology & Systems: - Oversee firm systems, including CRM, portfolio management, financial planning, and custodial platforms - Maintain CRM workflows and operational processes - Identify opportunities for automation, integration, and system improvements - Coordinate new technology implementations or enhancements Leadership & Executive Support - Manage executive calendars and scheduling - Coordinate client meetings, internal meetings, travel, and external commitments - Prepare meeting agendas, materials, and follow-up items - Help leadership prioritize daily, weekly, and long-term activities - Assist with special projects and business initiatives What We’re Looking For Required Experience - 5+ years of experience in a financial advisory, wealth management, RIA, or financial services environment - Experience in client service, operations, office management, or team leadership - Strong understanding of advisory firm operations, client service workflows, and administrative processes - Ability to manage multiple priorities in a fast-paced, client-focused environment Preferred Experience - Experience working within an RIA or fiduciary advisory firm - Experience supporting advisors, executives, or firm leadership - Familiarity with compliance processes, recordkeeping, audits, or regulatory filings - Experience improving workflows, documenting procedures, or implementing operational processes Technology Experience Experience with any of the following platforms is preferred: - CRM systems such as Redtail, Wealthbox, or Salesforce - Portfolio management platforms such as Orion, Tamarac, Black Diamond, or Advyzon - Financial planning tools such as eMoney, MoneyGuidePro, or RightCapital - Custodial platforms such as Schwab, Fidelity, or Pershing Education - Bachelor’s degree in business, finance, management, or a related field preferred TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Important Candidate Safety Notice This position has been verified and officially approved by TCWGlobal. Please be aware that fraudulent recruiters and fake job postings may attempt to impersonate legitimate companies online. For your protection: • Only trust communication from verified TCWGlobal representatives • Ensure a TCWGlobal recruiter is present on all official phone or video interviews • TCWGlobal will never request payment, gift cards, cryptocurrency, or sensitive banking information during the hiring process • Do not share sensitive personal information with unverified individuals or suspicious third parties. TCWGlobal is committed to protecting candidates and maintaining a safe, transparent, and professional hiring experience.

Role Description Client Services Analyst (CSA) works daily analyzing electronic client files to maintain the accuracy of all enrollments, terminations and system data. - Analyze electronic files – client imports, carrier exports, carrier discrepancy reports, payroll exports and deduction files. - Post and analyze imported and exported files. - Follow processing procedures and schedule to complete daily tasks. - Complete all processes (including Audits & Discrepancy Reports) timely and resolve them in project tracking tool. - Respond to and complete call center escalations timely (urgent updates). - Complete review of premium reconciliation for all applicable clients. - Complete Dependent Age Outs and Evidence of Insurability Approvals if assigned to client. - Respond to project management tool on any open items. - Regularly analyze internal system data and correct any errors or discrepancies as found. - Process payroll exports to be performed with accuracy and in a timely manner. - Communicates directly with insurance carriers to make updates and keep eligibility in sync. - Works daily on client service questions/issues and responsible for following up with the correct answers to the client, participant or team. - Troubleshoots any errors on the files as well as enrolling and/or terminating participant’s eligibility at each carrier. - Ability to interface professionally with clients and carriers via phone and email. - Responsible for documenting and updating client processing procedures and documentation. - Assist with Annual Enrollment testing as necessary. - Reviews Audit results and correct any accounts that are identified by the audits. - Identify issues and communicate/escalate to the appropriate party. - Additional job duties and responsibilities may arise when supporting the delivery of administrative services. Qualifications - Bachelor's Degree preferred - Health and Wellness Benefit Administration - Proficient in Microsoft Excel Requirements - Base pay range: $21.60 - $25.10 - Actual pay rates will vary based on qualifications, skills, competencies, and proficiency for the role. - Most sales positions are eligible for commission under the terms of an applicable plan. - Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. Benefits - Health, dental and vision insurances - Retirement savings plan - Paid time off - Health savings account - Flexible spending accounts - Life insurance - Disability insurance - Tuition reimbursement - Comprehensive and market competitive benefits designed to support personal and professional well-being