About Us:
Quantium is an all-in-one investment management software designed specifically for modern private market managers. Our easy-to-use platform streamlines investment administration, performance analytics, data aggregation and investor reporting. We serve some of the most prominent private asset managers across the world with over $75 billion client assets under our platform. Quantium is scaling our products and reach to delight more customers and is looking to add talented members across engineering, business development and client support teams.
Job Title: Client Operations & Compliance Lead
Location: True Digital Park, BTS Punnawithi (Hybrid & Flexible Hours)
Role Overview:
This role is responsible for managing client service operations and ensuring smooth coordination across client accounts, service delivery, and SLA compliance, as well as coordinating technical client integrations such as SSO. The position focuses 70% on client service and support and 30% on IT security and compliance, leading the Client Analytics and Support (CAS) team to ensure efficient inquiry handling, SLA adherence, and an exceptional client experience.
Requirement:
- 710 years of relevant experience in IT project management or B2B client support within the IT or technology business, working closely with service and compliance functions.
- Strong knowledge of SLA (Service Level Agreement) management is required. Experience with compliance frameworks such as SOC 2, IT Audit, or DORA is a plus, not required.
- Excellent interpersonal skills, high emotional intelligence, and ability to handle sensitive client interactions effectively.
- Exceptional organizational skills in managing audits, security schedules, and compliance activities.
- Business fluency in English is required.
- Clear and professional communication skills, both written and verbal.
Responsibilities:
- Lead and manage the CAS team, ensuring client inquiries and tickets are handled promptly, professionally, and in line with SLA commitments.
- Monitor and improve service quality, providing regular performance reporting and coaching to enhance client satisfaction.
- Act as the primary escalation point for client service or compliance-related issues, ensuring effective communication and resolution.
- Coordinate technical client integrations such as SSO, collaborating with DevOps and engineering teams to ensure smooth delivery.
- Support security and compliance processes (e.g., SOC 2, IT audit, GDPR), including documentation, scheduling, and liaison with auditors when required.
- Maintain internal security schedules and compliance procedures to align with client and organizational standards.
- Foster clear, proactive communication between clients and internal teams to ensure alignment and trust.
