Job Description

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  We&rsquo;re not your typical fund administrators. We&rsquo;re modern, innovative, and backed by deep industry experience, allowing our clients to focus on investing while we handle the details. We pride ourselves on providing our clients with thoughtful and adaptable service while leveraging best-in-class technology.
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  We thrive in a people-first culture where each team member can impact the success of the business. We do this by investing heavily in training and development programs, providing ample opportunities for growth, and focusing on fostering a culture of collaboration and community.
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  The Head of Service Delivery is a dynamic role that is responsible for ensuring Aduro continues to deliver consistent, premium fund administration services as the Aduro platform grows. Ideal candidates are natural problem solvers and take a practical approach to technical problems. This person is passionate about the alternative asset space and sees our role as an amplifier to our clients.
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   Here Is The Type Of Work You Will Do
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   Work closely with COO and Client Service Leadership on a shared vision for end-to-end client experience
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   Carry service vision and strategy through execution and delivery to Aduro service team and/or clients
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   Strive to create consistency in service and deliverables for clients across the Aduro platform
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   Implement updates to Aduro service team processes with the goal of creating efficient workflows and achieving service excellence across the Aduro team at scale
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   Obtain a deep understanding of the Aduro technology stack and assist in the evaluation of future software solutions
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   Work with COO to develop Aduro Learning and Development strategy and curriculum that aligns Aduro teams and processes with industry best practices
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   Collaborate with People Operations team to ensure that team-facing curriculum is cohesive
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   Collaborate with Aduro audit, tax, ADV compliance providers to create efficient year-end workflows for the Aduro team and our service providers
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   Develop task plan and lead integration of any future Aduro-led acquisitions of competing fund administration firms (see VMS and Riedmiller and Associates acquisitions for reference).
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   Examples Of Head Of Service Delivery Deliverables
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   Vision for Aduro Service
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   Work with the CEO, COO, and Aduro CS Leadership to document a consensus as to the vision for Aduro client experience and client service delivery including internal metrics for measurement of service success (i.e., sending audit reports out by LPA deadline).
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   Head of CS would collaborate with the Head of CS Operations to ensure data is tracked efficiently so metrics can be tracked over time
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   Identify areas where Aduro is excelling and areas where Aduro could improve (see Evolution of Service for more information)
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   Develop a systematic plan or roadmap to address variances from service vision or amplify areas where service is thriving
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   Implement plan with updates to Aduro Leadership team and track metrics to measure effectiveness
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   Evolution of Service
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   Conduct interviews with Aduro team members, Aduro clients, frequent service partners, etc. to understand thematic gaps in Aduro client service
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   Design new processes or update existing processes to address feedback
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   Share update to process with Aduro CS Leadership and request feedback
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   Implement Leadership comments and plan communication out to Aduro team to implement with applicable clients
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   Design a scalable follow-up to ensure that new processes have been implemented into service delivery and obtain feedback from Aduro service team as to how process is working
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   Training Curriculum Design
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   Develop a deep understanding of technical, operational, and professional requirements of each role at Aduro and understand the big picture themes of where team members are facing challenges
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   Develop a list of technical trainings by role with a proposed method for conducting training (live session, LMS online course, case study)
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   Work with Learning and Development Manager to implement training plan including development of training materials (either by Head of CS or another Aduro team member), training launch to team, and measurement of team understanding/training effectiveness.
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   NOTE: There will likely be 3 to 5 different curriculums created each year to ensure that trainings are tailored to the Aduro team by experience level and their role on the service teams. Training materials will be leveraged from over 100 existing training documents or will be created from scratch by the Head of CS or by another member of the Aduro team (facilitated by the Head of CS and Learning &amp; Development Manager).
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  The salary range for the Head of Service Delivery position is $120,000 - $160,000. Salary is determined based on current market data and candidate experience level.
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   Perks Of Working At Aduro
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   Competitive salary
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   Health/Dental/Vision Insurance
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   Life Insurance
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   Short-Term Disability
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   Long-Term Disability
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   Paid Time Off (PTO)
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   401k with Employer Match
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   Company-wide social events and programs
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   Dog-friendly office in downtown Denver
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   Requirements
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   Minimum 10 years&rsquo; accounting experience with a significant portion focused on the alternative asset industry or fund administration
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   External auditor experience / CPA certification a plus
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   Strong understanding of the alternative asset industry including US GAAP, fund operations best practices, and fund accounting.
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   Extensive experience utilizing software to power accounting workstreams including accounting software systems such as Investor Portals (i.e., Intralinks, Ark), General Ledgers (i.e., Xero, Quickbooks, Investran, Allvue), Accounting Software (i.e., Bill.com, Expensify, Gusto, TriNet), and other tools (i.e., Trello, Slack, Salesforce).
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   Must be self-motivated, able to work independently, comfortable working remotely, but with the ability to periodically travel to Denver, CO.
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   Positive team leader with excellent written and verbal communication skills
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   Must feel comfortable leading some in-person or online training sessions (via Zoom or via Aduro&rsquo;s Learning Management System)
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   Ideal Candidates Are
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   Critical thinkers who can balance service excellence, business need, and client expectations
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   Curious by nature with enthusiasm for understanding the needs and experiences of Aduro clients and employees
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   Excellent project managers that prioritize competing tasks and collaborate with stakeholders across the organization
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   Organized with a high attention-to-detail and ability to understand both the big picture and nitty-gritty details
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   Passionate about client service and fostering a positive culture around delivering service excellence at scale
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