Client Service Manager

Grant Thornton LLP Philadelphia , PA 19107

Posted 3 weeks ago

Grant Thornton LLP (Grant Thornton) is the U.S. member firm of Grant Thornton International Ltd, one of the world's leading organizations of independent audit, tax and advisory firms. We've never been a typical professional services firm. We put people first, and that is what sets us apart.

Client Service Operations: Client Service - Manager

Position Summary:

The Client Service Operations ("CSO") was established to oversee Account and Engagement Operations for Grant Thornton's strategic clients. The CSO function acts as a trusted business partner by delivering quality services that provide value and reduce risk. This allows external client service teams to focus on growth and profitability for the firm.

The Client Service Manager will be responsible for managing multiple strategic accounts and ensuring CSO services meet business needs across the following areas:

  • Account Operations:

  • Vendor Management

  • Compliance and Risk Management

  • Financial Management

  • Account Administration

  • Engagement Operations:

  • Opportunity Management

  • Staff Management

  • Knowledge Management

In this role, the Client Service Manager will oversee processes throughout the engagement lifecycle ensuring compliance firm policies and client contracts. The Client Service Manager will also be expected drive ongoing continuous improvement and develop ongoing recommendations to improve service delivery.

Essential Duties and Responsibilities:

  • Accountable for overall customer experience for across accounts

  • Oversee daily processes to support the delivery of CSO services

  • Monitor and meet established performance targets aligned to customer expectations and contractual agreements

  • Act as an escalation point for issues and work with appropriate team members to identify and implement remediations

  • Act as control an owner and ensure ongoing compliance

  • Drive continuous improvement to improve the ongoing delivery of service performance and quality; Lead or drive special projects

  • Manage ongoing customer and stakeholder expectations and facilitate feedback mechanisms

  • Act as a point of contact for engagement teams by providing guidance across the engagement lifecycle including but not limited to independence checks, budgeting and billing

  • Manage third party relationships and vendor management systems for relevant accounts

  • Oversee client onboarding activities ensuring compliance to contracts and ongoing auditability

  • Other duties as assigned

Skills and Experience:

  • Strong leadership, training and mentoring skills

  • Organized with high-level of project management, analytical and time management skills

  • Must possess a professional demeanor and effective interpersonal skills and be comfortable interacting with all levels of the organization

  • Demonstrated ability to think independently, act professionally, take initiative, be decisive, and have strong follow-through

  • Adhere to the highest degree of professional standards and strict client confidentiality.

  • Process mindset and experience in continuous improvement initiatives

  • Self-motivated with the ability to work autonomously at times, involving team members and escalate issues as needed.

  • Optimistic and team player attitude with the ability to work with those at all levels internally and externally

  • Ability to manage multiple service across various clients and competing priorities in a rapidly changing, fast-paced, interactive, results-based team environment

Qualifications:

  • 7-10 years of relevant professional experience

  • Experience within the financial services or consulting industries is a plus

  • Bachelor's degree in Accounting, Business, Management or a related field

  • Certifications (PMP Project Management Professional certification highly desirable)

  • Proficient in Microsoft Office and Productivity Applications (Excel, Word, Power Point, Visio, Project, SharePoint and MSO365 applications)

Core Competencies:

  • Building Customer Loyalty

  • Establishes good interpersonal relationships

  • Acknowledges the person

  • Clarifies the current situation

  • Meets or exceeds needs

  • Confirms satisfaction

  • Takes the "heat"

  • Building Partnerships

  • Identifies partnership needs

  • Explores partnership opportunities

  • Formalize action plans

  • Subordinates own area's goals

  • Monitors partnerships

  • Decision Making

  • Identifies issues, problems and opportunities

  • Gathers information

  • Interprets information

  • Generates alternatives

  • Chooses appropriate action

  • Commits to action

  • Involves others

  • Contributing to Team Success

  • Facilitates goal accomplishments

  • Involves others

  • Informs others on team

  • Models commitment

BENEFITS:

Grant Thornton LLP promotes a nationally recognized culture of health and offers an extensive array of benefits to meet individual lifestyles. For a complete list of benefits, please visit www.gt.com.

Founded in Chicago in 1924, Grant Thornton LLP (Grant Thornton) is the U.S. member firm of Grant Thornton International Ltd., one of the world's leading organizations of independent audit, tax and advisory firms.

Grant Thornton focuses on serving dynamic organizations that pursue growth holistically whether through revenue improvement, leadership, mission fulfillment or innovation.

It is Grant Thornton's policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability or any other characteristic protected by applicable federal, state or local law.


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Client Service Manager

Grant Thornton LLP