Client Portfolio Lead, Australia

Overview
The Client Portfolio Manager role defines the client commercial strategy within a portfolio of assigned clients, ensuring alignment with the broader cluster strategy. Reporting to the Head of APAC with a matrix line to the Country Head for Australia, this role is responsible for allocating resources within their portfolio to achieve the commercial goals set by the Chief Commercial Officer and their applicable Regional Head, including servicing goals as measured by the agreed Net Promoter Score (NPS) for their portfolio. The Client Portfolio Manager will additionally manage key relationships within their client portfolio in their own capacity.

Responsibilities

• Developing and executing client commercial strategies to meet set performance goals and targets within a client portfolio
• Drive revenue growth for existing clients by:
• Allocating relationship managers to deepen share of wallet with assigned Clients
• Allocating client service officers to maintain and improve client satisfaction ratings for assigned clients
• Minimizing concessions by assigning relationship managers to mitigate claims of underperformance/failure.
• Enhance client satisfaction: implement initiatives within the portfolio that improve client satisfaction levels and strengthen client relationships; set guidelines for where bespoke/heightened coverage is warranted
• Optimize resource allocation to efficiently allocate time and resources within portfolio to maximize productivity and achieve commercial and servicing goal.
• Provide transformational leadership and increase the capability of the organization to successfully sell in an evolving market and to highly demanding clients.
• Embed a culture of net new revenue growth into relationship management. Success for the firm in this role will be measured not only on retention but more importantly growing wallet share across all geographies and products we offer.
• Constantly address talent to ensure we have top performers aligned to our most important relationships in a culture of partnership, accountability and growth.
• Meet employee engagement score targets for their portfolio aligned team
• Manage talent development and establish an agile work environment inclusive of ensuring that appropriate succession benches are in place for critical roles, while being particularly mindful of ID&E objectives.
• Develop and implement effective growth, transformation and long-term business goals.

Job Requirements

• This individual must be hands-on (player/coach) and able to shift from formulating strategy to implementing and executing operational plans.
• This leader will be a relentless driver of continuous, metric-based net new revenue, performance and productivity improvement.
• An outstanding team and people developer, he/she will be passionate about client advocacy and will be an inspirational leader in front of clients and colleagues alike.
• 15+ years of experience in client facing functions in senior-level roles working directly with clients across the life cycle having led customer engagement, sales, support, learning, knowledge management, customer success, digital community, and/or relationship management.
• Understands State Street's industry, competitor positioning and client base, while also awareness of global technology trends and how to apply those to support digital transformation.
• Strong commercial mindset and ability to break down barriers to achieve financial goals
• Ability to influence and work collaboratively with colleagues to drive business goals
• Excellent communication skills and ability to work as one State Street
• Strong knowledge and network of key contacts in the industry
• Deep understanding of complex investment servicing solutions
• Strong leadership skills and ability to influence at the most senior level both internally and externally
• Ability to operate within a fast-paced, global environment
• Strategic, critical thinking and problem-solving abilities
• Demonstrated accuracy and high attention to detail

Job ID: R-778669