Senior Specialist, Client Services Continuous Improvement

Support end-to-end execution of cross-functional projects and new initiatives within Client Services, including technology enhancements, process changes, and operational improvements. Coordinate tasks, timelines, documentation, and dependencies to help initiatives move forward efficiently and deliver intended outcomes. Identify inefficiencies and assess complex operational or technical issues impacting client experience, service delivery, or operational effectiveness. Apply structured problem solving, root cause analysis, and process evaluation to recommend practical, scalable solutions. Support the rollout and adoption of new processes, tools, and system changes by documenting procedures, clarifying functionality, and resolving implementation issues. Partner cross-functionally with Technology, Operations, Legal, HR, and other internal teams to gather requirements, address gaps, and support initiative delivery. Serve as a key liaison between Client Services and Client Engineering within IT to support time-sensitive technical issues and large-scale initiatives. Build and maintain reporting to track project progress, operational performance, and client experience trends. Surface insights, risks, and improvement opportunities, incorporating voice-of-the-client and frontline feedback into recommendations. Manage multiple projects or issues with agility, precision, and expertise while navigating shifting priorities. 4 to 6 years of experience in project support, continuous improvement, operations, business analysis, or technical problem-solving roles. 3 to 5 years of experience supporting cross-functional initiatives involving technology, process changes, or new program launches. 2 to 4 years of experience developing or maintaining reporting and analysis to track operational performance, project progress, or client experience indicators. Strong analytical and problem-solving skills, including the ability to assess ambiguous issues, perform root cause analysis, and develop scalable solutions. Working knowledge of project management fundamentals, including gathering requirements, building timelines, and managing risks and dependencies. Strong technical aptitude and comfort working within systems, tools, and workflows. Excellent written and verbal communication skills, with the ability to clearly explain complex or technical concepts to diverse audiences. A proactive, highly organized, solutions-driven mindset with strong ownership, follow-through, and commitment to continuous improvement and client-centric outcomes.