Wednesday, November 5, 2014

Client Services Vice President

Client Services Vice President
D+H
Irving
Cloud Services, Managed Services or Technology Management Solutions Firm;
Community Bank and/or Credit Union experience required
POSITION PURPOSE
The Vice President of Client Services is responsible for client
implementation, service delivery, account management and support of the
Compushare Solution Suite for D+H: Cloud Services, Managed Services and
Compliance Services. The Solution Suite includes Compushare C3, a fully
hosted, secure and compliant cloud platform specifically designed for
financial institutions; Managed Services that provide our clients with
technology management, monitoring, compliance and reporting; IT Support
Services and Compliance Consulting Services.
The Vice President of Client Services must have a proven track record of
success in the area of client implementations, managed services and support
focused on the financial services industry. The successful candidate must
be a proven leader with demonstrable expertise in devising, adjusting and
implementing streamlined processes and strategic programs to improve
efficiency and productivity while reducing cost and growing revenue.
Overarching goals include maximizing client satisfaction and employee
engagement, as measured by the retention and growth of both D+H clients and
employees.
The successful candidate must have a passion for excellence, a track
record of consistent delivery of world class performance and the energy and
drive to succeed. He/She must have a strong sense of urgency and a
willingness to make tough decisions supported by sufficient data; a team
player with an open and direct style. #*#
ESSENTIAL POSITION FUNCTIONS
Principal Accountabilities
*Strategize for, structure, plan, implement, and maintain operational
processes and services for all segment activities;
*Establish, monitor and adjust as appropriate success metrics at the
department and team levels. These metrics shall include revenue goals
especially as they relate to the conversion of implementation backlog as
well as client satisfaction and service related goals;
*Recruit, motivate, set direction and lead a high performance management
team; establish processes, accountabilities and track progress against
goals and objectives. Develop a vision for improving the quality and
efficiency of implementation and support through innovation and technology;
*Develop, lead and promote an organizational function that provides
superior implementations results measured by client satisfaction, retention
and reference results. Be visible in the marketplace and able to
effectively communicate D+H's value proposition;
*Support D+H organizational goals through achievement of organic revenue
growth, contribution and adjusted EBITDA targets;
*Participate as a senior leader in strategic planning and in steering
growth and performance success in the Client Services business;
*Strong sense of urgency and a willingness to make tough decisions
supported by sufficient data;
*Participate in budget development, implementation, and management;
*Establish short and long term goals; execute to achieve desired business
results;
*Interview, hire, and create on-boarding plans for new or transferred
employees;
*Provide mentoring, coaching, and educational activities to support
employee development that aligns with organizational goals and objectives.
Recruit, lead, cultivate and manage a best-in-class support team;
*Create performance goals and objectives; track and communicate progress.
Prepare and conduct regular performance evaluations and corrective action
plans;
*Conduct regular staff meetings to maintain open communication and share
information;
*Encourage others to seek opportunities for different and innovative
approaches to addressing problems and opportunities; facilitate the
implementation and acceptance of change; Other duties as assigned.
QUALIFICATIONS PROFILE
Competencies
Communication - Communicates well both verbally and in writing, creates
accurate and punctual reports, delivers presentations, shares information
and ideas with others, has good listening skills. Applies clear/consistent
performance standards, handles performance problems decisively and
objectively, is direct but tactful, provides guidance and assistance to
improve performance.
Execution - Sets challenging and productive goals for team, keeps team
accountable for actions, provides leadership and motivation, provides
resources and support, and uses checkpoints and data to track progress,
sets up systems and processes to measure results. Plans for and uses
resources efficiently, always looks for ways to reduce costs.
Leadership - Leads through change and adversity, makes the tough call when
needed, builds consensus when appropriate, motivates and encourages others.
People Development - Provides feedback and coaching, rewards hard work and
risk taking, takes mentoring role, challenges and develops employees,
accepts mistakes, provides visibility/opportunity. Defines position
requirements, recruits large applicant pool, prepares for and conducts good
interviews, values both experience and potential, selects appropriate
candidates, builds teams with complementary skills.
Self Development - Seeks out and accepts feedback, is a proactive learner,
takes on tough assignments to improve skills, keeps knowledge and skills
up-to-date, turns mistakes into learning opportunities.
Strategic Thinking - Creates and communicates a long-term vision, balances
short and long term goals, keeps own and team's work aligned with overall
goals, understands the market and can predict change, understands the
clients, industry and the competition, creates and adjusts strategic plans.
EXPERIENCE AND EDUCATION REQUIREMENTS
*Proven strategic management skills and track record of success in the area
of client services, delivery, account management and support focused on the
financial services industry;
*Experience and ability to involve internal and external resources to lead
clients through our service delivery to meet their needs and achieve
profitability and client satisfaction goals;
*Provided management support to a diversified and growing organization;
Demonstrated senior management responsibilities and demonstrated
operational management responsibilities in high growth environments;
*15+ years of professional work experience at an IT strategy consulting
firm, managed services or technology management solutions firm; Financial
Services experience strongly preferred;
*Cloud Services experience strongly preferred;
*In depth knowledge in the use of Information Technology within financial
institutions and the impact of technical support on the Client's business
performance;
*Bachelor's Degree in Business, Engineering, Information Systems,
Organizational Management, or related field or equivalent experience
required; Master's Degree a plus;
*Extensive experience addressing corporate-level, internal and
external-facing strategic issues;
*Proven problem solving, conceptual thinking, and analytical abilities
including solid executive-level communications skills. Ability to use
independent judgment and creativity when applied to resolution of
operational issues;
*Proven ability to scope, plan and execute project-based research and
analysis.
Compensation
Base salary for this position varies based upon the years of relevant
experience.
D+H
D+H is the leading North American provider of secure and reliable
technology solutions to domestic and global financial institutions With a
track record of solid, profitable growth, D+H offers career opportunities
for those seeking a challenge and desiring to be part of further growing
the company and meeting the needs of our clients.
Principals Only Please. Agency and/or Recruiter calls, email correspondence
and candidate submissions will not be considered or responded to. Fees will
not be paid for any unsolicited resumes and/or candidate information
submitted to any employee of the company.
Dorothy Siddiqui
Human Capital Manager
p: 714-427-1023
f: 714-242-1621
e: dorothy.siddiqui@dh.com