Global Client Operating Officer

Overview

In coordination with the Client Executive, the GCOO role will ensure STT delivers consistent global service excellence and drive transformation changes that aligns with the client's strategy. This role will be responsible for providing global client oversight from a service and delivery perspective.

Why this role is important to us

You will be joining the Institutional Services function that allows us to deliver a comprehensive, holistic approach to each client relationship — for asset managers and asset owners, insurance companies, and official institutions globally. It means our client-facing functions work together to bring the very best solutions and services the firm has to offer — across all of our locations, products, and capabilities.

What you will be responsible for

As a GCOO, you will

Leadership

• Create a culture in which people want to do their best and feel an urgent need to improve process and delivery for clients
• Effectively manage staff on both direct and virtual teams by driving GCOO / Client mission; create opportunities for emerging talent to move into stretch assignments; proactive succession and development planning with a focus on service resiliency via training, cross-training
• Advance the team's collective knowledge and effectiveness by bringing insights and solutions to the team and ensuring sustainable best practice
• Set an example of team building to the broader State Street organization, particularly with the Global Services and Global Delivery organizations

Deliver Service Excellence

• Create a seamless, integrated operating model across product jurisdictions and operating centres
• Represent an internal and external point of escalation, across all business lines that serve the client, for unresolved service items
• Act as proactive internal leader on ways to optimize our end-to-end client service delivery to deliver client outcomes

Active Global Governance

• Provide an overarching global governance and framework to enhance locally delivered service solutions through support of Client Account Plans
• Oversee regular local and global service reviews with the client
• Spearhead monthly internal and external meetings to review KPI's, key issues, and forthcoming new products/asset classes

Accountability for Client Satisfaction on Service and Delivery

• Focus on specific action items related to global service delivery and resolving service issues
• Create a unique operational value that defends and grows the book of business with the client

Commercial Excellence

• In conjunction with the Client Executives, identify new business opportunities and partner to formulate and deliver our value proposition – focus on foundational, higher margin solutions
• Measure year over year client p/l's and identify and facilitate as necessary revenue improvement opportunities and expense improvements
• Measure losses and review opportunities for improvement

Build the Future

• Proactively engage with State Street product management to lend a client perspective towards new product development
• Engage with the client on needs and capabilities specific to new regulation, product development, and other solutions establishing an early adopter advantage for State Street.
• Drive implementation of the Front to Back service model - the Front to Back model for this specific client GCOO role will be used as the basis and blueprint for other Front to Back clients.
• Actively driving and working across all of the service providers within Alpha and State Street to bed down the standard service model and ensure a well understood, documented and repeatable model for the organization to follow.

What we value

• Track record in Operations
• Global Experience preferred
• Multiple business line experience preferred

Education & Preferred Qualifications

• A minimum of 12+ years of services operations and client experience is preferred.
• This role will have strong exposure to clients with large alternative / private assets portfolios, experience servicing this asset class would be preferred.
• 4 year undergrad, MBA preferred

Salary Range

AUD220,000 - AUD350,000 Annual

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You'll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees' diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

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