Senior Manager - Service Delivery

Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our "Win as One" mentality ensures that our team's success is directly linked to Client, Shareholder and Employee Satisfaction.
Recognized as one of AMERICA'S MOST LOVED WORKPLACES® for five consecutive years and a Built In Best Places to Work for six years, we are committed to our employees' total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN - because being YOU thrives here.
Summary:
As the Senior Manager of Proxy Services, you will play a critical role in shaping the client experience at DFIN. This position involves leading structured onboarding processes for clients and maintaining engagement throughout the year to ensure seamless service delivery and high client satisfaction. The role is central to supporting DFIN's values-driven culture and building strong internal partnerships across the organization.
Responsibilities:

• Design and deliver a consistent, scalable onboarding experience for new and returning clients.
• Segment clients by needs and value to drive tailored engagement and satisfaction.
• Partner with Sales and Corporate Governance to align service delivery with evolving client requirements.
• Implement feedback loops, escalation processes, and continuity planning to proactively address issues and manage seasonality.
• Lead capacity planning to anticipate demand and ensure effective resource allocation.
• Develop client health scoring and track key experience metrics, including retention, renewals, engagement, response times, and NPS.
• Report insights and performance metrics to leadership, Sales, and Corporate Strategy to inform decision-making.
• Analyze proxy engagement's impact on downstream transactions to demonstrate revenue contribution.
• Lead and develop teams by setting clear direction, aligning priorities, and driving accountability.

Qualifications:

• Bachelor's degree in business, finance, or a related field; an advanced degree is preferred.
• At least five years of experience in client experience, proxy services, or related areas within financial services.
• Proven track record in leading cross-functional teams and managing complex client relationships.
• Strong organizational, analytical, and communication skills.
• Experience in client segmentation, capacity planning, and feedback management.

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