Strategic Client Operations Director

5 days ago

Canberra, ACT, Australia beBeeCommercial Full time $220,000 - $350,000
Global Client Oversight Role

The Global Client Operating Officer will be responsible for ensuring delivery of consistent global service excellence and driving transformation changes that align with the client's strategy. This role will oversee global client operations from a service and delivery perspective, coordinating with the Client Executive to achieve these objectives.

Key Responsibilities:
  • Develop a culture where staff want to excel and feel motivated to improve processes and delivery for clients.
  • Effectively manage direct and virtual teams by driving the GCOO/Client mission, creating opportunities for emerging talent, and proactive succession planning.
  • Advance team knowledge and effectiveness by bringing insights and solutions, ensuring sustainable best practices.
  • Set an example of team building to the broader organization, particularly with the Global Services and Global Delivery organizations.
Service Excellence:
  • Create a seamless, integrated operating model across product jurisdictions and operating centers.
  • Represent an internal point of escalation for unresolved service items, acting as a proactive leader in optimizing end-to-end client service delivery.
Global Governance:
  • Provide an overarching global governance framework to enhance locally delivered service solutions through support of Client Account Plans.
  • Oversee regular local and global service reviews with the client, spearheading monthly internal and external meetings to review KPIs and key issues.
Accountability:
  • Focus on specific action items related to global service delivery and resolving service issues, creating unique operational value that defends and grows the book of business.
Commercial Excellence:
  • Partner with Client Executives to identify new business opportunities and formulate our value proposition, focusing on foundational, higher-margin solutions.
  • Measure year-over-year client profit and loss, identifying revenue improvement opportunities and expense improvements.
Future Development:
  • Engage with State Street product management to lend a client perspective towards new product development, proactively engaging with clients on needs and capabilities.
  • Drive implementation of the Front-to-Back service model, establishing an early adopter advantage for State Street.

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