Vice President, Service - Global Financial Services

The Vice President, Global Financial Services is a key commercial and people leadership role overseeing a portfolio of global private equity accounts, with a primary focus on venture capital and technology investors. The VP leads high-performing client service teams while owning senior client relationships, driving revenue growth, and setting overall service strategy. 

Geographic Focus: This is a truly global role, with oversight of clients and users across the U.S. and Europe. Candidates should be comfortable with frequent travel across key client hubs, including New York, London, Boston, and San Francisco. Notably, San Francisco is our newest GLG office, and the VP is expected to spend meaningful time with both commercial teams and clients in the region. 

Specific responsibilities include (but are not limited to): 

Commercial Leadership  

• Own commercial relationships across a $20M+ book of business spanning 80+ accounts, including leading renewals and driving upsell and expansion 

• Develop and own the commercial plan for all accounts and client service teams  

• ​​Foster and maintain relationships with the primary parent account signatory and senior decision makers, while also unlocking opportunities to introduce GLG’s leadership team 

• Demonstrate ability to drive positive commercial outcomes and grow GLG market share, with command over the entire user landscape (e.g. new user onboarding, user activation) 

• Oversee team efforts to cultivate relationships with key client users, lead by example, conduct regular check-ins, and proactively share updates on emerging GLG capabilities and best practices  

• Understand overall and account-level revenue performance trend; execute successful turnaround plans for lower activity or at-risk relationships 

• Partner with the New Business team to onboard new clients, overseeing trial periods ensuring high-quality servicing and best-in-class new customer experience 

• Train and develop team to pitch GLG’s full suite of products relevant to PE clients 

• Navigate technical requests from clients, such as SFTP delivery of transcripts, coordinating amongst appropriate stakeholders internally as needed 

People Leadership  

• Leading Managers for multiple teams and developing the next generation of leaders 

• Oversee performance management across teams, holding Managers and broader team accountable to our service model, phone-behaviors and commercial expectations 

• Lead people development and account-specific learning and development agendas for full team, especially as it relates to core service delivery best practices (e.g., Service 360 model, client-specific trainings) 

• Empower team members and drive team cohesion through recognition, rewards, and global social / team-building events  

• Work in close partnership with Client Segment leadership and Managers to ensure team headcount and priorities are aligned with client demand and opportunity, identify capacity needs, and own hiring decisions for client service teams 

• Collaborate with Client Segment leadership, Compliance, Operations, Product, and global partners to roll-out and bring to life key product and initiatives 

• Operate with complete autonomy in driving best practice service behaviours within the segment including proactive identification of opportunities. 

The ideal candidate will have the following: 

Experience: 

• Strong communication skills with clients, experts and team members 

• Proven track record of being a change-agent on commercial and/or people outcomes 

• Experienced people leader with minimum 3+ years’ experience managing and motivating a team(s), resolving employee performance concerns, and developing high performers  

• Experience in owning and delivering revenue results for a book of business 

• Has developed a community of key user relationships in the market with varying seniority  

• Knowledgeable about how to own and manage the full user engagement funnel, developing account plans, and securing successful renewals / results 

• Experience in client service, account management, customer success, or similar roles in relevant industries (in-market experience a plus) 

• Strong track record in performance management with high level of autonomy 

Skills: 

• Demonstrated ability to work in a fast-paced, client-oriented environment 

• Decisive and confident with strong problem-solving / solution-orientation skills 

• Demonstrates integrity, professionalism, and executive presence 

• Can lead a culturally diverse and potentially global team across offices and geographies 

• Demonstrable commercial impact and ability to grow essential relationships  

• An adaptive and experimental mindset focused on improving people, service, and product 

• Ability to think strategically about accounts and workflows in order to improve client experience and/or efficiency 

• Ability to identify business gaps, facilitate/support problem-solving sessions to identify root causes and potential corrective actions 

• Ability to link day-to-day individual and team behaviors to operational analytics and client experience metrics 

• Ability to create followership with strong influencing skills 

• Outstanding written and verbal communication skills 

• Ability to exercise strong judgment on people and commercial situations