Purpose of the role

Client Lead for services provided to State Street Affiliates including SSGA, will be responsible for all middle office services delivered to a State Street Affiliate. The role will have responsibility for new and organic growth and stabilization of client service including expected incoming new Wealth business. The role will be responsible for ensuring State Street delivers service excellence through a consistent Global Middle Office Service offering that unifies all aspects of service and delivery through common goals, oversight and consistent client experience across all regions.

Middle Office experience required with a focus on Client Experience and ideally, wealth knowledge.

What you will be responsible for

• Create and implement goals and expectations to ensure consistent service delivery with key metrics to measure progress and celebrate success
• Create a high performing culture in which people operate to deliver client outcomes, with a One State Street mindset. Cutting across organizational boundaries to create common goals with clear performance expectations and client outcomes
• Effectively manage staff on both direct and virtual teams across Operating Centers by driving the mission of the Global Middle Office; create opportunities for emerging talent to move into stretch assignments; proactive succession and development planning
• Advance the team's collective knowledge and effectiveness by bringing insights, innovation and solutions to the team and ensuring sustainable best practice across the full suite of products and services Global Middle Office offers
• Executive management, legal entity boards, second and third lines of defense are informed of all relevant operational and service issues, risks and risk events in a timely manner
• Lead a significant program of work to migrate current operating platform to strategic operating model

• Ensures Middle Office activities are performed and services are delivered to clients in accordance with all contractual and client service level agreements ensuring a seamless, integrated, consistent operating model across the jurisdiction and operating centers
• Hold teams accountable for high standards of accuracy and timeliness, delivering services in an efficient and controlled manner with a continuous focus on improving quality and productivity
• Ensures operating policies, procedures and controls are documented, adhered to and are compliant with relevant controls and regulatory requirements
• Ensure key metrics, performance and risk indicators are in place to track volumes, manage growth, service delivery quality, cost, productivity, efficiency and risk
• Acts as escalation point for Clients and operating centers. Identifies themes in client feedback and performance to co-ordinate as Client Leads globally to ensure consistent service. Drives improvement across Global Middle Office using this insight.
• Responsible for reducing operational risks by ensuring robust control environment, escalation protocols and responsiveness culture to internal and external issues raised
• Accountable for client satisfaction, client service experience globally and accountable for performance measures and NPS Surveys / Service Responses
• Accountable for Client relationships ensuring they are developed and managed on a professional basis, operational service reviews are conducted on a regular basis, actions are documented and completed
• Ensure Middle Office are appropriately represented, prepare for and actively participate at client meetings, presentations and due diligence reviews
• Control, risk, compliance/ethics and internal audit reviews or inspections are fully supported and there are no open or overdue actions for Fund Accounting
• Requests for information from external auditors, legal advisors, regulators and other parties are managed complying with local and corporate policies
• Conflicts of interest (potential, actual, personal and business) are managed in accordance with corporate policy and we operate with the highest standards of integrity
• Compliance with all corporate and local policies and procedures with particular focus on health and safety, operational risk, resiliency and business continuity

• Accountable for Profit and Loss including but not limited to Workforce Planning, Productivity and Simplification targets. Contributing to the continuous improvement of the operating model by delivering on key initiatives in partnership with key stakeholders. Catering for growth, on-boarding, conversions, regulatory and other major projects
• Leverage client knowledge, scale, technology solutions, mutual geographic footprint and time zones to craft the most efficient, resilient and effective end-to-end service model
• Ensure adherence with globally consistent standards, measurement and reporting, identifying ways to enhance our service quality, accuracy and timeliness across all clients
• Engagement with technology and vendors on the functional specification, testing and successful on-time delivery of new applications and/or software upgrades
• Thorough review of new business and service requests including operating model design, resource and technology requirements and risk assessment

• In conjunction with Alpha Teams, partners on new business opportunities to formulate and deliver our Global Middle Office value proposition
• Partner with business unit leads with Front and Back Office to establish our "house advantage" across solutions
• Proactively measure costs by client to ensure resources / expenses are matched by the client type.