Global Client Service Lead

3 days ago

Sydney, Australia State Street Full time

STATE STREET CORPORATION

PROMOTING A CULTURE OF EXCELLENCE
State Street recognizes that highly skilled, engaged and productive employees are essential to our success. Our company values reflect our commitment to employee engagement, Global Inclusion and corporate social responsibility — to help you build a fulfilling career. Around the world, we aim to be an employer of choice by offering competitive compensation and benefits, personal and professional development opportunities, and a work environment that promotes a diverse array of people, ideas and skills.

**Who we are looking for**

**Global Client Service Lead**

In coordination with the Client Executive, the **Global Client Service Lead "GCSL" role** will e**nsure 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. **A **minimum of 15+ years of services operations and client experience is preferred.**

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 jurisdiction and operating centers
- Internal and external point of escalation, across all business lines that serve the client, for unresolved service items
- 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.

**QUALIFICATIONS**
- 4 year undergrad, MBA preferred
- Global Experience preferred
- Multiple business line experience preferred

**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.

State Street is an equal opportunity and affirmative action employer.

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