Your new role
As Client Service Operations Expert, Senior Associate you will perform and review Client Service related tasks on a highest level and in accordance with agreed quality standards. You will supervise team colleagues to ensure that all deliverables are produced and dispatched on time and in accordance with client service level agreements and agreed quality standards.
As Client Service Operations Expert, Senior Associate you will:
- Take leading role with Team Manager r in liaising with other sites on all aspects of service.
- Take responsibility for the quality and timeliness of service to assigned clients.
- Perform and monitor quality and internal controls for all team deliverables.
- Continually evaluate current processes to strive for increased efficiency.
- Plan and manage the daily processes and the effective utilization of resources.
- Identify issues and problems in service delivery and carry out necessary corrective actions, keeping the team and the Officer informed. Record issues in the issue log and track progress.
- Ensure that Key Performance Indicators are produced and dispatched to Donor Sites as required.
- Review corporate documentation on processes, procedures and controls, and evaluate the continuing effectiveness of these and related systems, initiating remedial action as necessary. Ensure documentation exists for any client-specific procedures.
- Monitor errors and potential breaches; complete relevant documentation and ensure training needs are identified and relevant training is carried out. Record errors in the error log and track progress.
- Ensure adherence to the Company and Departmental policies and procedures.
- Ensure contingency plans exist for the work of the team and, where necessary, contribute to the business continuity plans and tests.
- Participate in the development, testing and implementation of the new systems and products.
- Assist with planning and management of all relevant project work.
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Manage Relationships
- Maintain close contact with the Officer, briefing him/her on all issues and problems, both actual and potential.
- Develop and maintain good relationships with relevant colleagues in service-support departments and contacts in the Donor Sites.
- Act as a focal point for contacts and meetings with other departments and external contacts.
- Participate in Service Reviews and ad hoc client/donor site meetings.
- Act as a source of technical expertise on State Street systems.
- Ensure appropriate training is provided for the team.
What we value
Required experience and qualifications
- Master's Degree in Finance, Accountancy or Business-related degree
- Min. 3-4 years of relevant working experience, including 2 years in Fund Accounting / Custody / Investor Services function
- Customer service experience is nicely seen
- Very good working knowledge of Excel.
- Obtained or studying towards obtaining a professional accountancy qualification would be advantageous.
- Fluent command of English language
These skills will help you succeed in this role
- Strong verbal and written communication skills
- Strong analytical skills
- Ability to perform effectively within strict client deadlines
- Attention to detail
- Team player attitude
- Ability to work on own initiative
What we offer
- Permanent contract of employment from day one
- Additional holidays (Birthday Day Off, 3rd and 5th year anniversary Day Off)
- Gold medical package for employees and their families (partner and children)
- Premium life insurance package and private pension plan
- Employee savings plan
- Multisport Card
- Wide range of soft skills training, technical workshops, language classes and development programs
- Opportunities to volunteer your time to company-driven initiatives, employee networks or organizations of your choice
- Variety of well-being programs
- Technical or leadership career pathway
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 to product innovation we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Inclusion, Diversity and Social Responsibility. We truly believe our employees' diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer.
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