Senior Associate, Strategic Operations Relationship Management

Job Description Summary

For over forty years, HarbourVest has been home to a committed team of professionals with an entrepreneurial spirit and the drive to deliver impactful solutions to our clients and investing partners. As our global firm grows, we continue to add talented individuals who seek a collaborative, open-door culture that values diversity and innovative thinking.

In our collegial environment that’s marked by low turnover and high energy, you’ll be inspired to grow and thrive. Here, you will be encouraged to build on your strengths and acquire new skills and experiences.

We are committed to fostering an environment of inclusion that promotes mutual respect among all employees. Understanding and valuing these differences maximizes the potential of both the individual and the firm

HarbourVest is an equal opportunity employer.

The Senior Associate will be responsible for overseeing the end-to-end operations of products outsourced to third-party administrators (TPAs), ensuring accountability and resolving escalations. This role requires a deep understanding of the operational processes across all areas involved in executing the product's overall operating model. The Senior Associate will assess and manage operational trade-offs related to cross-functional and cross-product issues. Additionally, the position will monitor the performance of both third-party administrators and internal teams, ensuring adherence to established SLAs and KPIs, while also managing the relationship with the third-party administrator.

This position will be a hybrid work arrangement

The ideal candidate is someone who has:

• Strong Operational Knowledge: A deep understanding of end-to-end operational processes, particularly those involving third-party administrators (TPAs), with the ability to assess and manage cross-functional operational trade-offs.
• Relationship Management Skills: Proven ability to manage and cultivate strong working relationships with third-party vendors, ensuring alignment with SLAs and KPIs while addressing any performance issues.
• Problem-Solving and Escalation Management: Skilled in resolving complex operational issues, escalating when necessary, and taking proactive steps to prevent future challenges.
• Performance Monitoring and Accountability: Experience in tracking and evaluating operational performance against key metrics, ensuring that both internal teams and TPAs meet or exceed established benchmarks
  
  

What you will do:

• Collaborate with Operations and Product teams to develop, monitor and track SLAs and associated KPIs to measure performance against agreed targets
• Manage change requests with third-party administrators and assist with implementation across internal teams and external providers to ensure seamless operations and alignment.
• Consolidate business demand to scale service providers offering and create operating leverage for internal teams
• Support and contribute to end-to-end quality management efforts that align with broader business objectives, ensuring cross-functional alignment on performance goals.
• Assist with the identification and design of new and continuing operational needs to promote efficiency and accuracy
• Partner with internal subject matter experts (SMEs) and third-party administrators to resolve escalated issues, correct errors, and ensure timely delivery of fund-related tasks.
• Work closely with other team members to develop and implement best practices for third-party administrator (TPA) oversight, ensuring consistency and efficiency across the global wealth and institutional business
• Support other tasks and projects as required, contributing to the overall success of the team and organization.
  
  

What you bring:

• Comprehensive Knowledge of Fund Operations: Proven expertise in understanding and managing operational functions outsourced to third-party administrators (TPAs).
• Third-Party Management Experience: Extensive experience in managing third-party relationships, including performance monitoring, SLA and KPI tracking, and driving continuous process improvements
• Exceptional Organizational Skills: Highly diligent, organized, and detail-oriented, ensuring effective management of multiple priorities
• Strong Relationship Building: Skilled in cultivating and maintaining strong, productive relationships with both internal teams and external partners.
• Excellent Communication Skills: Strong written and verbal communication abilities, with the capacity to effectively engage and interact with stakeholders at all levels of the organization
• Cross-Functional Influence and Leadership: Demonstrated ability to influence and collaborate with internal teams and external service providers to achieve strategic objectives
• Strategic and Operational Expertise: A strategic mindset complemented by hands-on operational experience, with a focus on optimizing processes and outcomes.
• Best Practices and Resource Utilization: Proactively identifies and applies industry best practices, leveraging available resources to optimize processes and enhance operational efficiency
  
  

Education (choose one below & delete others that do not apply)

• Bachelor’s degree in business management, finance or accounting, MBA or CPA a plus but not required
  
  

Experience (choose one below & delete others that do not apply/edit focus)

• 5-8 Years experience in a client or investment operations role preferred (Senior Associate level)