Head of Transition Management and Client Experience

Neuberger Berman is seeking an experienced and dynamic Head of our Transition Management and Client Experience. The successful candidate will be responsible for overseeing operational and change-management aspects of our client lifecycle from onboarding, transition management, offboarding, and overall client experience across all products and channels.  This role requires a keen appreciation for client service and a belief that ease of use is critical to client satisfaction.  The successful candidate will be able to assess product, market, and operational requirements, understand critical business process flows, embedded technologies, and re-design end-to-end business processes to deliver exceptional client experiences.  Additionally, this individual will have a forward-thinking perspective to enhance our platform beyond what clients want today but what they will need tomorrow.  Cross-Neuberger partnership will be critical to ensure a deep understanding of Neuberger’s different client channels, the breadth of our solution set, and the nuances to the global markets in which we operate.  This role will be part of Neuberger’s Business Enablement and Operations team.

The Business Enablement and Operations team is a newly created organization responsible for building high-quality and scalable processes that deliver exceptional client experiences while encompassing the elements of Neuberger’s daily operational processes across our global businesses, varied client base, and across our breadth of investment solutions.

KEY RESPONSIBILITIES

Leadership & Management:

• Identify our most critical client-facing processes, end-to-end enhancements, and implement improvements.
• Develop and document repeatable systematized, and digital processes that ensure consistency of outcome, control rigor, and quality client experience that both clients and internal partners can consistently rely upon.
• Develop and implement strategies to enhance the effectiveness and efficiency of our product launch processes.
• Assess, plan, and execute strategic solutions while also driving near-term tactical changes.
• Build best-in-class operational processes and client experiences that position Neuberger as an easy-to-work with investment partner ultimately resulting in sales deepening and revenue growth.
• Demonstrated ability to achieve outcomes in a complex, cross-functional  organization partnering with sales leaders, external clients/wholesalers, investment professionals, control and operational partners, to construct and implement scalable process changes.
• Provide mentorship and guidance to team members, fostering a culture of continuous improvement and professional development.
• Marshall resources from across the organization to deliver comprehensive solutions and improvements.

Business Enablement and Operations:

• Understand and transform underlying operational processes across the client value chain.
• Manage and refine the comprehensive post-sale client experience lifecycle.
• Develop both strategic and tactical solutions to improve delivery processes to achieve both internal scalability and improved client experiences.
• Assess technology solutions to enhance client onboarding/offboarding experiences.
• Serve as a partner to Product Development to deliver innovative new solutions to the market.
• Design and develop durable onboarding processes that contemplate the end-to-end client journey.
• Evaluate digital tools to enhance onboarding, reporting, and client data availability.
• In-depth understanding of equities, fixed income, derivative, mutual fund, ETF, SMA, and Alternative asset classes and structure client solutions that may incorporate multiple underlying asset types.
• Partner within internal sales and analytical teams to build effective pipeline and capacity planning metrics.
• In partnership with internal product teams, oversee applicable service provider relationships.
• Serve as an internal point-person for cross-product and cross-channel initiatives.
• Develop operational performance metrics to evaluate operational delivery quality across the client value chain – design and implement operational improvements where applicable.

Compliance & Risk Management:

• Understanding of complex regulatory requirements and development of processes that mitigate/minimize control risks.
• Partner with Compliance and Operational Risk teams to measure, assess, and improve operational processes to reduce control risks.
• Ability to manage teams and processes within a retail client compliance construct.

QUALIFICATIONS

Education and Certifications:

• Bachelor’s degree in Finance, Accounting, Economics, or a related field.

Experience:

• Minimum of 15 years of experience in an operational and/or business management role.
• Proven ability to drive change and execute on large-scale strategic initiatives
• Demonstrated leadership experience, with a track record of managing and developing teams.

Skills & Competencies:

• Track record of identifying and implementing process and control improvements.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in business process reengineering.
• Ability to manage multiple priorities and meet tight deadlines.
• Strong attention to detail and highly organized.
• A strong work ethic and a positive attitude.
• Results oriented, deadline driven resource person who thrives in fast paced, dynamic environment.
• Committed to continuous process improvement.

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Compensation Details

The salary range for this role is $250,000-$300,000. 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, 401(k), 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 Berman 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 [email protected].

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