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Client Service Operations Coordinator

3 weeks ago

Singapore HarbourVest Partners Full time

**Job Description Summary**

Mandarin, Cantonese, Japanese, and/ or Korean language is a plus

**Responsibilities**

**Service Support:
**The Client Service Operations Coordinator will develop and maintain strong external and internal relationships though:

- Listening, understanding, and appropriately responding to clients’ needs
- Collaborating with internal teams to deliver on client requirements and ensure excellent client experience
- Developing strong partnerships, routines, and an understanding of regional client needs across the four APAC offices to bridge time zones and provide superior client service support
- Partnering with Account Managers to support client engagement and establish clear communication channels
- Partnering with APAC CSAs and EMEA CSAs
- Working as an adaptable team player who proactively assists with workload rebalancing and high-priority items and collaborates with colleagues in other regions

**Service Support**:
Drawing from an expansive knowledge and understanding of HarbourVest systems and procedures, the Team Lead will:

- Triage and respond to requests and inquiries in an accurate and timely manner following workflow and best practices
- Coordinate delivery of complex requests to drive proactive and timely service
- Think and act quickly, analytically, and creatively to identify solutions for client needs
- Demonstrate sound business judgment and consideration for potential impact of decisions on the business

**Service Support**:
Manage and complete requests based on type and complexity, including:

- Working with CSA and operational teams to complete request based on defined client service procedures
- Engaging functional teams when expertise is required and seeing through to completion
- Assist CSA(s) with existing client engagements by providing insight to daily activities and raising potential areas of concern to assist with ongoing client meetings and conversations
- Coordinating response to client requiring input from various functional teams

**Client Relationship Management**:

- Assist Account Manager(s) with existing client engagements by providing insight to daily activities and raising potential areas of concern to assist with ongoing client meetings and conversations
- Assist Account Manager(s) with prospective clients by sharing information about the client service model and the service team that will be involved post-onboarding. This may include participating in calls or meetings with prospective clients as part of the Account Team

**Education**

BS/BA or equivalent

**Work Experience**

3-5 years of Client Service or Operations Experience