Operations Client Service, Avp

Job Description

Who we are looking for

State Street Global Services, provides the essential financial infrastructure for delivering effective investment servicing solutions globally. Our capabilities in asset servicing, operations outsourcing and analytics enable our clients to manage operational risk, optimize their cost structures, enhance the value of their services and act on growth opportunities - across all major markets. Our combination of consistency and creativity is what helps our clients face the future with confidence.

Why this role is important to us

The team you will be joining is a part of State Street Global Services (SSGS). SSGS gives asset owners and managers access to the essential financial tools they need to deliver effective investment solutions. From core custody, accounting, fund administration and shareholder recordkeeping, to complete operations solutions and servicing for alternative assets like OTC derivatives, private equity and real estate, SSGS’ tools help our clients make better investment choices and act on growth opportunities.

Join us if making your mark in the financial services industry from day one is a challenge you are up for.

What you will be responsible for

As Client Services Manager you will
- Deliver highly valued services and solutions to complex clients to ensure quality services are consistently delivered and clients are offered State Street’s full range of services as their needs and our services evolve
- Manage resourcing and workflow to ensure costs are controlled and allocation to clients P& L is appropriate
- Translate corporate strategy into actionable goals ensuring alignment to company goals
- Manage activities in servicing client relationships and client operations i.e. respond to escalated issues, communicate resolution to clients, monitor metrics around inquiries being resolved at point of contact, and escalate unresolved issues to senior management as needed
- Keep senior management informed of new developments, service issues, and new business opportunities
- Promote a collaborative cross-business and jurisdiction environment that fosters change and innovation
- Oversee succession and development planning for direct reports
- Effectively deliver key messages and communication to ensure relevant parties are informed of any client’s activities
- Assist with compliance/fiduciary reviews, controls, and audits as appropriate
- Define risk environment for business unit and ensure appropriate action is initiated and executed in order to minimize risk events
- Ensure there is sound risk and compliance controls with immediate resolution of non-compliant items identified
- Provide coaching and development opportunities to staff and responsible for completing and delivering Performance Planning and Reviews on time
- Make effective recommendations to hire, discipline, control work, determine promotions, salary increases, bonuses and terminate employment
- Monitor and comply with changes to the 'risk' escalation chain including communicating amendments to staff where needed e.g. issues and suspicious transactions
- Adhere to State Street corporate policies and procedures including but not limited to the Standard of Conduct.
- Perform other duties as required.

What we value

These skills will help you succeed in this role

Operational Excellence:

- Achieve efficiency/productivity targets
- Champion process improvements
- Timely & Accurate resolution of inquiries

Client Management:

- Adherence to KPI’s (Client/Operational)
- Client Retention & Satisfaction

Financial:

- Maximize client profitability
- Manage budget forecast v actual
- Surface cross selling opportunities to RM

Risk and Compliance:

- Adherence to best practices/SOPs/Client Specific procedures/
- Comply with State Street risk program e.g. timely completion of related training
- Comply with relevant laws and regulatory requirements
- Adhere to State Street policies and guidelines

Education & Preferred Qualifications:

- Undergraduate degree and/or formal qualifications in a relevant business stream
- Strong understanding of State Street’s products, services, technology/system and operational environment
- Deep understanding of financial products and funds management industry
- Experience in helping clients solve business and operational problems
- Excellent client service and management experience
- Strong business level communication skills both written and verbal, including report writing skills
- Strong time management and prioritisation skills
- Confident in making decisions autonomously and taking initiative
- Ability to work well under pressure
- Accuracy and attention to detail
- Strong project management skills and experience
- Proven track record for delivering results as part of a dynamic team structure.

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 t