Why this Job is important to us

State Street Global Delivery provides asset owners and asset managers access to financial information and tools essential for effective investment solutions. From core custody, accounting, fund administration, shareholder recordkeeping, and performance, to complete operations solutions and servicing for alternative assets like OTC derivatives, private equity and real estate. Our services help our clients make better investment choices and generate wealth for their customers and beneficiaries.

Who we are looking for

Join our Client Service team working with our talented team of professionals to oversight of day-to-day client service and managing of client relationships, ensuring a high level of client satisfaction. You will act as an escalation point on client inquiries and requests. This includes the coordination of services for fund/product start-up/conversions, restructures and interacting with all internal departments for the overall service delivery for their clients. You will be responsible for managing internal operational risk and compliance matters pertaining to assigned client relationships, as well as coordinating with internal departments for any required client specific reporting. You will provide project leadership for training, designing client-specific reporting and supporting RFP activity.

• Role requires an in-dept knowledge of client service and the State Street operating model. This role will be to service strategic and new asset manager client relationships.
• This role may also involve people management responsibilities where coaching, mentoring and being involved in the performance management process will be required.
• Participates in client visits while taking a lead in face to face client meetings, due diligence meetings and monthly KPI reviews.
• Works closely with the management team to develop and implement service level agreements for new and existing clients.
• Ensures client issues are satisfactorily resolved by responding and escalating as appropriate.
• Works closely with internal teams and clients. Facilitates communication between Client Operation & other business units to ensure an effective operating environment. Works with senior management keeping them informed of new developments, service issues, and new business/cross sell opportunities.
• Prepares internal risk and compliance profiles, responds to inquiries from client auditors
• Reviews and analyses client Profit and Loss data for reasonability and investigates identified issues
• Provides overall project management for client and systems initiatives. Acts as a liaison between business units to ensure successful implementation. Manages internal and client expectations. Obtains required documentation, as appropriate. Designs customized client reports and provides client training.
• Coordinates activity for rendering timely reporting to clients.
• Ensures superior client satisfaction by proactively identifying client needs, and potential internal issues impacting client satisfaction.
• Responsible for the day to day management and successful relationships of assigned accounts
• Manage daily service delivery to meet or exceed Service Level Agreements and Key Performance Indicators.
• Manage and escalate issues related to Shared Services, Joint Venture and Centre's of Excellence.
• Coordinate the implementation of new funds, systems and processes. Manage client conversions and other client projects. Coordinate market entry and liquidations.
• Identify and implement consistent operational best practices.
• Develop relationships with client companies. Assess satisfaction levels.
• Assist with compliance/fiduciary reviews and audits.
• Coordinate client training on using State Street interfaces (i.e. myss.com)
• Assist with new business development efforts as needed. Make presentations to potential client companies.
• Serve on committees. Help define and implement new company initiatives.
• Perform annual risk assessments for customer accounts and alert senior management of any changes that may increase State Street risk.
• During the course of normal day to day operations, be responsible for identifying any unusual or potentially suspicious transaction activity and must report and/or escalate in accordance with corporate policy and guidelines detailed in relevant operating procedures
• Other duties as assigned

• Must possess superior leadership and managerial skills.
• Sound interpersonal skills
• Experience in relationship management, strong verbal and written communications skills, and some experience with presentations a must.
• Good knowledge of computer systems, financial operations and related industries a plus.

• Business degree plus a minimum of 5 years related financial services or investment operations experience, in addition to some supervisory/management experience
• Working towards an accounting or finance designation is an asset.
• Fluent in English written and spoken is a must in order to cover international clients