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Title:  Global Investment Companies Manager - Service Delivery - Remote

Job ID:  3147

Lancaster, PA, US

Category:  Customer Service

Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We’re here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we’re there. And through it all, we deliver confidence with the right solutions in moments that matter. 


Plan, organize, manage, and control the activities and staff required to provide product service and support for the company’s digital fulfilment solutions. Manage, execute, and deliver continuous improvement programs for all data management processes and workflows. Establish, implement, and maintain administrative and technical procedures to provide responsive after-sales service to customers that ensures delivery of a quality product on time. Develop and coordinate training activities for company service personnel and/or customers. Provide technical advice to customers, sales, and operationsDevelop and recommend staffing plans, operational budgets, capital requirements and the like to manage and control the client success organization independently.


The ArcDigital Manager provides the leadership and direction to maintain and grow the business within the assigned strategic focus area.

  • Manages a team of customer success leads in partnership with project managers that work in concert with our clients’ marketing and compliance teams to create and disseminate customer materials through print and electronic distribution, while exceeding client expectations in areas of accuracy and timeliness.
  • Gains a Subject Matter Expert level of understanding around custom data quality workflows, best practices around the same and defined processes for these custom workflows. Acts as the recognized SME around these workflows and ensures projects utilizing the same are delivered on time and accurately.
  • Always look to identify efficiencies and make enhancements to the processes and procedures to meet the various needs of the business and any new legislation, this will ensure that the optimal level of accuracy and consistency of data/client reporting is maintained.
  • Coordinate activities between programs, communication, and report requirements to maintain operational efficiencies.
  • Key areas of responsibility include delegating projects, balancing workload, training, coaching, and scheduling. Work under stringent timelines, exercising strong communication and multitasking skills between clients and multiple internal functional areas.
  • Maintains a deep knowledge of the life cycle of regulatory requirements of Mutual Funds and Variable Annuities companies.
  • Facilitates, manages, and evaluates advancement of customer success team. Directs projects into well-defined paths of successful completion.
  • Manages staff and allocates resources by keeping proper documentation on personnel and data, analyzing business needs and trends, providing management with requisitions for open positions, interviewing candidates, supplying feedback, tracking billable hours and tasks, bringing help from other teams as needed, and aiding other team members to ensure all staffing needs are met.

Additional Responsibilities:

  • Provides training and development for team members through identifying the needs, developing and/or finding training materials and developing employees to help them successfully perform their essential job functions.
  • Helps identify need for specific equipment and product enhancements by working with sales to identify and justify business and product needs to achieve quality, on-time delivery, and customer satisfaction goals.
  • Handles team problem resolution and addresses issues that are escalated by generating effective solutions for grievances, complaints, and disciplinary activity to increase morale and job satisfaction, as well as minimize turnover.
  • Assists in establishing relationships with clients and sales to help grow the business. Provides cross training for internal associates, sales and others as required to help enhance career opportunities
  • Scope and provide responses to new business development opportunities and RFP's, providing guidance and feedback to sales and divisional development teams.
  • Assist in proposal reviews for both new and existing business, making sure requirements are in line with ArcDigital Team abilities.


  • In depth knowledge of Mutual Fund and Insurance Services, including regulatory compliance and transactional filings required, including Sarbanes Oxley, XBRL, GAAP, and shareholder report regulation SX
  • A Bachelor’s Degree or equivalent experience in a client-focused, project or product management environment, preferably in a printing or mailing industry
  • Ability to lead multi-functional groups, motivate, train, and evaluate staff, and manage customer reporting on progress, costs, etc.
  • Must have a complete understanding of process design and analysis and organizational planning
  • Must be self-motivated and driven individual who is willing to take the initiative. Must be a leader and believe in strong commitment to values
  • Willing to make difficult (possibly unpopular) decisions. Approachable, flexible, high-energy level, and integrity beyond reproach
  • Excellent verbal and written skills are critical to the success of this position. This position maintains extensive contact internally with production departments, Project Management, and product development to plan and assist with all aspects of the project.
  • Good interpersonal skills are needed to resolve any performance problems or conflicts between team members. Also communicates with sales and clients to discuss project feature benefits, risks, and alternatives. Attention to detail and good documentation skills is also important in this position.

It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran's status, actual or perceived sexual orientation, genetic information or any other protected status. 

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access as a result of your disability.  You can request a reasonable accommodation by sending an email to #BI-Remote

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