Manager, Service Management Organization

Job description

WHO WE ARE Apex Fintech Solutions (Apex) powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech software enables us to support clients such as Stash, Betterment, SoFi, Webull, and eToro, amongst many others; collectively, Apex powers access to the stock market for over 22+ million end customers. At Apex, we are changing how the securities industry operates by reinventing the status quo, which was manual, slow, and accessible only by the ultra-wealthy. We're digitizing and democratizing systems so that everyone has an opportunity to invest. When you're at Apex, you drive this change. You're part of a global team with a clear vision: to be the trusted technology that powers the digital economy. Our offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila are home to over 1,000 employees. Together, we’re shaping the future of financial innovation. Embrace change. Solve big. Win together. And be G.R.E.A.T. — grit, results, empathy, accountability, and teamwork — with Apex. We’re proud to be recognized for the innovative work we do, the purpose-driven nature of our work, and the collaborative culture we’ve created. Here are just a few of the many awards we’ve recently received: Best Places to Work 2026, 2025, 2024, 2023 - Presented by BuiltIn WealthTech of the Year 2025 - Presented by US FinTech Awards The World’s Top 250 Fintech Companies 2024 - Presented by CNBC ABOUT THIS ROLE Job Summary: 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 initiatives focused on reducing client friction and improving satisfaction Establish and refine escalation procedures and hand-off protocols between Client Service Analysts and Account Managers Drive consistency in service delivery across all team members Quality Assurance & Service Standards Establish and enforce quality standards for all client interactions (accuracy, tone, completeness, professionalism) Conduct regular quality reviews of cases, emails, and calls Provide constructive feedback and coaching to improve service quality Run calibration sessions to ensure consistency in how team members handle similar issues Monitor client feedback and satisfaction scores to identify coaching opportunities Ensure compliance with regulatory requirements and company policies in all client communications Team Development & Capability Building Identify skill gaps and training needs within the team Develop and deliver training programs on product knowledge, processes, tools, and soft skills Create opportunities for peer learning, shadowing, and knowledge sharing Support career development conversations and progression planning Recognize and reward high performers and exceptional service delivery Build team morale and engagement through regular communication, recognition, and team-building activities Education and Experience: Bachelor's degree in Business, Operations Management, or related field (or equivalent experience) Series 7 and Series 24 required 5-7 years of experience in client service, operations management, or customer success, preferably in financial services, fintech, or SaaS 2-3 years of people management or team lead experience with demonstrated ability to manage daily operations Experience managing service queues, SLAs, and operational metrics in a fast-paced environment Strong analytical skills with experience using data to drive operational improvements Preferred Qualifications: Brokerage or clearing operations experience, securities industry knowledge Experience with CRM and ticketing systems (Salesforce, Zendesk, Freshdesk, etc.) Lean Six Sigma or process improvement certification Experience implementing workflow automation or service optimization tools Background in quality assurance or continuous improvement methodologies Knowledge, Skills, and Abilities: Operational Leadership: Proven ability to manage daily operations and drive team performance in real-time Service Excellence: Deep commitment to delivering exceptional client experiences and maintaining high service standards Analytical Skills: Strong ability to analyze data, identify trends, and translate insights into actionable improvements Communication Skills: Excellent written and oral communication; ability to communicate operational status, trends, and recommendations to leadership Problem-Solving Skills: Resourceful and solutions-oriented; able to resolve issues quickly under pressure Process Mindset: Natural inclination to document, standardize, and optimize workflows Coaching Ability: Skilled at providing real-time feedback and developing team capabilities Attention to Detail: High standards for accuracy and quality in all service interactions Multi-Tasking: Ability to manage competing priorities and maintain focus in a dynamic environment Collaboration: Strong cross-functional partnership skills; able to influence without authority Technology Proficiency: Comfortable with CRM systems, ticketing platforms, reporting tools, and productivity applications Urgency and Accountability: Drives results with a sense of urgency while maintaining quality standards #full-time #customerservice #mid-senior # #LI-KD1 #APEX ​ Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Our Rewards We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. At AFS, we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices. EEO Statement Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics. Disability Statement Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form . We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.