Client Service Operations

The Client Service Operations (CSO) is an internal specialty function of Grant Thornton LLP. The CSO provides support capabilities to larger strategic accounts focusing on risk mitigation, third-party vendor management, and assisting engagement teams to achieve sustainable client growth.

We act as a single point of contact between account teams and internal organizations, providing expedited resolutions to complex situations. We also offer a standard portfolio of services providing operational support for clients of high risk or revenue potential.

The Client Service Senior Associate will play a critical support role for ongoing analysis, coordination, and administration across CSO services and capabilities.

In this role, the Client Service Senior Associate will be expected to provide effective and timely support by assisting with and executing day-to-day CSO activities. This individual will be expected to coordinate critical activities for key processes across various key stakeholders both internally and externally.

The Client Service Senior Associate will report to the CSO Manager but will support other members of the CSO team as needed across all service areas. Scope of services and client assignments will be evaluated regularly and may be subject to change based on overall demand, capacity, and priority.

Summary of Responsibilities

Maintain data repositories with accurate and complete documentation and attributes for ongoing reporting and compliance contracts, reports, resource onboarding documentation

Prioritize incoming stakeholder requests

Assist with data collection and review for ad-hoc requests or ongoing process improvement initiatives

Periodically update and maintain reporting for Account Services offerings

Familiarize yourself with client Vendor Management Systems (VMS) and Firm procedures such as document retention policies

Facilitate client onboarding and interaction with resources

Serve as a liaison between internal Firm departments during times of cross-collaboration

Documentation of procedures for integration of accounts

Ensure adherence to contract requirements

Skills and Experience

• Adherence to strict confidentiality policies
• Must possess a professional demeanor and effective interpersonal skills
• Strong organizational skills with the ability to prioritize, coordinate, and complete multiple tasks
• Detail oriented and deadline-focused
• Team player with a strong work ethic
• Proactive approach to issues with a focus on strong client service and responsiveness
• Solid communication and writing skills, including the ability to write clearly and concisely
• Optimistic attitude with the ability to work with those across all levels of the organization
• Ability to manage competing priorities across various clients and in a rapidly changing, fast-paced, interactive, results-based environment

Qualifications

• 3 - 5 years of relevant professional client services experience
• Experience within the financial services or consulting industries is a plus
• Bachelors degree in Accounting, Business, Management, or a related field
• Proficient in Microsoft Office and Productivity Applications (Excel, Word, Power Point, SharePoint and MSO365 applications)
• PowerBi and Smartsheet experience highly desirable

Core Competencies

• Contributing to Team Success

• Involves and informs others on team

• Models commitment and accountability

• Seeks collaboration to achieve common goals and desired results

• Building Trusted Relationships

• Creates clear communication channels

• Gathers appropriate information
• Follows up in a timely fashion and communicates timeframes

• Assists in driving execution

• Quality Orientation

• Follows procedures and seeks to understand the task at hand

• Ensures high-quality output

o Takes action timely.