Ims Client Service Manager Avp

6 days ago

Melbourne, Australia State Street Full time

This role has a **high level of responsibility within the Client Service team** of State Street Alpha Services in Sydney. This Client Service Manager will **act as a primary contact point for the local institutional clients**. The Client Service Manager is **responsible for pro-actively monitoring service delivery to the clients** while ensuring the resolution of service issues and timely responding to all incoming inquiries.

**Responsibilities**
- Ensure all client inquiries are logged and resolved in a timely and satisfactory manner
- Monitor client inquiry trends and recommend remedial actions that will improve ongoing client satisfaction
- Establish strong working relationships with the client and the internal operations teams providing services for the clients
- Ensure all daily and monthly services are delivered in accordance with relevant client SLA’s
- Produce monthly KPI reporting
- Participate in monthly client service reviews
- Contribute to team initiatives around audit and risk management
- Track daily activities and generate reporting for management review
- Assist Operations Team Leader with complex client relationships/requests

**Basic Qualifications**:

- A Bachelor’s degree in Finance, IT or Accounting preferred
- ** Proven track records in a client service or operation environment **with over 10 years client facing experience
- Proven ability to communicate in a clear concise and professional manner
- Strong time management skills with the ability to prioritize tasks under pressure
- A team player

**Preferred Qualifications**
- Attention to detail
- Responsible and take ownership of all allocated tasks and client issues
- Demonstrate the ability to prioritize work effectively when handling multiple tasks and projects
- Demonstrate the ability to work to tight deadlines
- Demonstrate highly professional behavior when dealing with all key stakeholders
- Willingness to learn and flexible to changes
- ** Middle Office experience**
- Good understanding of CRD, thinkFolio, IRESS, Bloomberg and CTM is an advantage

**The characteristics of this role are**:

- Provide high quality client servicing to our clients
- Embrace State Street’s “corporate values” and support a work environment reflective of those values
- Effectively communicate with clients, external custodians, and peers within State Street
- Be a strong team player and demonstrate dedication to group and company goals
- Demonstrate professional maturity and effective time management
- Demonstrate the ability to analyze a problem obtain and evaluate information and reach sound conclusions
- Be a key contact for the client in escalations and complex market questions

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