Sales & Service Client Services, Vice President (Vp)

**Who we are looking for**

As a Sales & Service Client Services, VP, you will be **responsible for managing a team**, which includes work allocation, prioritization, performance management and project delivery. You will **provide positive engagement with other teams** including JV’s, the Hubs, specialist teams and other client services teams is critical. The role needs to **take ownership for ensuring the client experience in dealing with the client service team is positive, their queries can be addressed quickly, and they have timely line of site on all open items.**

The Sales & Service Client Services, VP is a client facing role, and acts as the key contact point for a group of clients or client with respect to
- Day to day Communication of non BAU matters
- New services and/or changes to service and associated SLA and billing changes
- Service Issues and/or performance concerns
- Driving Standard KPI and Service Level Meetings
- Acting as the client’s sponsor when working with internal State Street teams
- Query resolution
- Periodic review of SLA, PSA,FTTOP and other key documentation
- Ensuring clients change program involving State Street is executed on time and to budget
- Ensuring sufficient resourcing to service the client
- Maintain “Green” Rating and referenceable client

**What you will be responsible for**:
**Proactive Client Engagement aided at retaining the client and improving client satisfaction scores**
- Ensure Engagement model is in place and adhered to including ensuring structured client engagement forums are in place with agendas and materials sent well in advance of the meetings
- Deliver best practice sharing sessions with the client ensuring they are aware of developments and improvements made within the organization.
- Facilitate Product training sessions where appropriate
- Operate using a proactive approach with clients (reach out rather than respond)
- Ensure there is regular status reporting of open items/current activities available to the client
- Look at client satisfaction scores and have a plan in place designed to have a positive impact.

**Transforming the way we support our clients as they evolve.**
- Play a key co-ordination role bringing together project plans and current status for fund activity such as:

- Fund openings, closures and transitions
- New fund structures and Restructures
- New products
- Help drive internally within State Street any client strategic initiatives that will have a direct impact on how we will interact with the client (vendor changes, technology changes, operating model changes)
- Drive continuous improvement across the operating model
- Drive the adoption of tools by the client to streamline the delivery of data (Interactive views, IMT, Client workbench etc.)
- Proactively use IMT (query management tool) to support timely responses to client queries and resolution of issues and determine strategies to reduce reactive responses

**Focus on the client governance aspects of the servicing model including but not limited to**
- Maintenance of client documentation including but not limited to AML reviews, FTOP updates, contract annexures etc
- Ensuring accurate change controls for Client invoicing and follow up with clients on any overdue invoices.
- Conduct Due Diligence sessions and presentation materials
- Year End Timetabling and other periodic planning
- Hold service level meetings with the client including the delivery of KPI information.
- Leverage KPI Reporting and other Dashboards to proactively oversee activity happening across the clients funds and work within internal teams to address any anomalies in performance.
- Drive know the client sessions and ensure Client/Product profiles are in place and current.

Stay abreast of transformation change within the organization (Technology, product, process) and be in a position to have a high level discussion with the client on these changes/developments.

**General**
- Encourage an environment of openness that welcomes effective challenge and supports open discussion, promotes new ideas and work collaboratively across State Street teams and divisions
- Establish and nurture a culture of individual ownership of tasks to embed a clear individual sense of accountability into staff members’ behaviour in performing their roles.
- Be aware and understand the risks inherent within the department and the potential effect of non-compliance and take appropriate corrective action
- Demonstrate the ‘Risk Excellence’ culture in your behaviour, ensure that the highest level of the ethical conduct is displayed in your behaviour and that of your staff including but not limited to
- Timely completion of all compliance training and adhere to Compliance and regulatory procedures
- Abide by any mandatory leave requirements
- Strict adherence to all State Street Policies
- Regular updating of performance priorities and tracking against these
- Operate within the ethical decision making framework