Manager, Service Management Organization

Manager, Service Management Office

The Manager, Service Management Office oversees the daily operational activities of the Service Management Analysts who support Apex's client relationships. This role is accountable for service delivery excellence, operational efficiency, and proactive issue resolution. The Service Manager ensures the team meets response time and resolution SLAs, identifies trends in client inquiries to drive systemic improvements, and maintains high-quality, consistent client experiences across all service interactions.

This is a hands-on operational leadership role focused on real-time service management, workflow optimization, and team performance. The Service Manager collaborates with peer managers on strategic initiatives while owning day-to-day execution and operational metrics for their assigned clients.

Scope of Responsibility:

• Manages:
  Service Management Analysts in their daily service delivery activities
• Focus:
  Operational excellence, service queue management, SLA performance, trend analysis, process efficiency
• Accountability:
  Response times, resolution quality, team productivity, operational KPIs, service consistency

Key Responsibilities:

Team Leadership & Daily Operations Management

• Lead and support team members in delivering high-quality daily service to clients
• Conduct daily standups and team huddles to review priorities, workload distribution, and blockers
• Provide real-time coaching and support to team members on client inquiries and issue resolution
• Monitor individual and team performance against productivity and quality standards
• Foster a culture of urgency, accountability, collaboration, and service excellence
• Conduct performance evaluations and provide ongoing feedback and development support

Service Queue & Workflow Management

• Monitor service queues (email, phone, ticketing system) in real-time to ensure timely response and resolution
• Proactively manage workflow distribution across team members based on volume, complexity, and capacity
• Ensure adherence to SLA targets for initial response times (e.g., 4 hours) and resolution times (e.g., 24-48 hours)
• Identify and address bottlenecks or backlog issues immediately
• Escalate critical issues or resource constraints to Account Management Manager
• Implement queue prioritization strategies to balance urgent client needs with overall team efficiency
• Optimize scheduling and coverage to ensure consistent service availability

Cross-Functional Collaboration & Escalation Management

Partner with internal teams to resolve client issues:

• Operations:
  Account issues, trade processing, settlements, transfers
• Compliance:
  Regulatory questions, documentation requirements
• Billing:
  Invoice questions, pricing inquiries
• Product/Engineering:
  Platform issues, feature requests, technical bugs
• Manage escalations effectively, ensuring clear communication, ownership, and timely resolution
• Coordinate with Solutions Engineering Manager for technical issue escalations
• Work with Account Management Manager to align operational activities with strategic client priorities
• Share insights from client inquiries to inform roadmap prioritization and business decisions
• Escalate critical client issues or risks to appropriate leadership immediately

Metrics, Monitoring & Performance Management

• Track and report on key operational metrics including:
• Average response time and resolution time
• First contact resolution rate
• Customer satisfaction (CSAT) scores
• Case volume and team productivity
• SLA compliance rates
• Escalation rates and reasons
• Conduct daily, weekly, and monthly performance reviews with team and leadership
• Use data and analytics to identify performance gaps and opportunities for improvement
• Set and monitor individual and team performance targets
• Implement quality assurance processes, including case reviews and calibration sessions

Trend Analysis & Proactive Issue Identification

• Analyze patterns and trends in client inquiries to identify recurring issues, systemic problems, or emerging risks
• Categorize and track inquiry types (e.g., account issues, trade errors, billing questions, platform questions) to understand root causes
• Collaborate with internal teams (Operations, Product, Engineering, Compliance) to address systemic issues identified through trend analysis
• Create and share regular trend reports with leadership highlighting:
• Top inquiry drivers
• Emerging issues requiring attention
• Opportunities for process improvement or automation
• Client pain points and friction areas
• Proactively recommend solutions to reduce inquiry volume and improve client self-service capabilities

Process Improvement & Operational Excellence

• Implement and refine standard operating procedures (SOPs) for common client inquiries and processes
• Identify opportunities for automation, self-service tools, and efficiency gains
• Continuously improve service delivery processes to reduce handle time while maintaining quality
• Develop and maintain knowledge base articles, macros, templates, and job aids to support team efficiency
• Lead process improvement…