APAC Head of IT Relationship Management, Vice President

1 month ago

Sydney, Australia 2014 STATE STREET BANK AND TRUST COMPANY - SINGAPORE Full time

State Street is a technology led company and the position is predominantly customer facing with a particular focus on bridging technology & business for State Street clients. The individual is responsible for fostering business technology relationships in support of State Street revenue growth with existing clients and new prospects. Additionally, the role will directly lead or support technology improvement initiatives for State Street clients.

Strategically, the position will constantly support & seek to improve client and business aligned technology service through both tactical and strategic quality improvement initiatives. The position will be in a constant state of evolution in direct alignment with State Street‘s Technology Strategy, Enterprise Initiatives and Corporate Goals.

The position will directly manage a team of IT Relationship Managers in APAC as well as be accountable for all technology interactions with strategic clients in the region working across internal technology teams to ensure State Street IT is viewed as an enabler by our clients.

The position will work closely with regional Segment and Sales Heads and own the technology engagement on all sales pipeline opportunities for APAC.

Key Accountabilities:

Customer Technology and Service Relationship Management

  • Understands, contextualizes, and communicates State Street ‘s technology strategy to Client and Internal stakeholders
  • Develops & maintains a holistic view of Client’s technology footprint, critical dependencies, and strategic objectives; uses this insight to inform internal and external discussions & decisions on development plans, risks, issues, service levels, and improvement/innovation opportunities
  • Leverages experience & relationships to connect and expose Client & Business partners to State Street Technology
  • Actively collaborates with Technology Operations (including Production Management) to promote client centric approaches to service delivery & continuous improvement
  • Advocates for Client & Business in the event of serious and persistent technology issues impacting service delivery; where necessary, will lead improvement efforts to address chronic/systemic service delivery issues
  • Ensures awareness and appropriate escalation of negative client sentiment as it relates to State Street Technology; Participate in or, where appropriate, manage remediation program to stabilize/improve sentiment
  • Responsible/Accountable for meeting Client IT Governance requirements (e.g. monthly Service Reviews, DR tests, DDQs, Info Sec etc), leveraging internal teams and processes & driving consistency of output
  • Partners with Product to ensure client perspective and priority is represented within Demand, Investment, and Roadmap processes
  • Ensure Product engagement with Clients is appropriately facilitated for client-requested change
  • Stays abreast of Industry & Technology Trends impacting State Street & Client Organizations
  • Communicates consistently & effectively with internal and external stakeholders; sets clear expectations, provides critical context, negotiates to ensure best possible long term outcomes, and escalates thoughtfully

Business Development

  • Leads Technology engagement of RFI/RFP process for APAC & integrates with Onboarding process where appropriate
  • Leads regional ITRM Team in support of Sales and Segment goals on revenue generation and retention

Required Experience

  • Minimum 10 years financial industry technology experience directly supporting business units and/ or clients
  • Experience leading & participating in large scale technology projects
  • Experience leading or participating in business development efforts
  • Experience leading global high performing teams

Required Skills

  • Strong understanding of the financial industry and various market models
  • Strong understanding of the State Street Product portfolio and how we deliver these services to clients desirable
  • Project Management, ITIL or Design Thinking skills required.
  • C-Level management interaction ability, particularly CIO/CTO
  • Highly proficient verbal and written communication skills
  • Strong negotiation & collaboration skills
  • Self-motivated leader with the ability to work with no supervision
  • Highly proficient with Microsoft Office applications including Word, Excel, Outlook, Project and Visio
  • Ability to create and present quality business presentations and Ux presentations
  • Ability to multitask in highly volatile & dynamic environments

Competencies

Result Driven

Drive, focus and commitment to deliver results that meet customer, project and corporate requirements

Customer Focus
Ability to appreciate the needs of internal and external customers and colleague's business priorities. Act accordingly to deliver the required results

Teamwork
Internal communication is always a team effort. It is important to have the ability to interact positively and confidently with others and have the resilience, determination and focus to succeed in shared objectives

Operational Excellence
Must have a passion for quality and a practical focus on getting the right results in the right way. Must constantly demonstrate professionalism & pride in the organization and toward the State Street brand.

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