Who we are looking for

The Client Service Manager role is a high visibility client-facing role managing complex business queries. The role requires a proficient communicator with Financial sector experience to function as a cross-client subject matter expert, with extensive interaction across all internal support functions including Custody Fund Accounting/Administration/Investment Manager Services/Alpha Data Services to enhance the State Street client experience.

Why this role is important to us

The team you will be joining is the State Street Australia Client Service team. This team performs client service functions for our Fund Accounting, Middle Office, and Alpha services. Join us if making your mark in the financial services industry from day one is a challenge you are up for.

• Ensure all client inquiries and issues are proactively reviewed and resolved in a timely and satisfactory manner
• Serve as an initial escalation point for client and internal functional teams on time critical and high potential financial impact issues
• Produce monthly MIS/KPI reporting across all clients and lead monthly service reviews with client
• Manage the change management administration and communication with clients.
• Manage linkages between change management, for both BAU and program work, as part of broader end-to-end on-boarding / implementation efforts.
• Influence managers whose roles are focused on executing specific client on-boarding / implementations and required technology platform enhancements to support client needs.
• Ownership of the client incident reporting process for respective clients
• Ensure all daily and monthly services are delivered in accordance with relevant client SLA's
• Work with IT department to ensure efficiency and timeliness in our IT processes and prompt resolution of issues
• Identify customized support requirements that deviate from standard servicing model and evaluate opportunity to automate or align to a core process; also ensure that functional teams have awareness of any specific client requirements
• Champion inquiries from / issues raised by various State Street organizations and follow through to ensure that client facing problems and issues are addressed.
• Influence others in preparing various statuses, activity and performance reports for senior management.
• Collaborate with STT's middle and back-office operations and provide input on plans to enhance operations.
• Work closely with middle and back-office business colleagues to create opportunities resulting from change requirements are leverageable across multiple clients.
• For global client relationships participate in any global servicing calls internal as well as external and be able to present and/or respond to any servicing issues impacting client in APAC region; also partner with Global Relationship Management to pursue sales opportunities to support efforts of sales / business development team.
• Thorough review of monthly BAU invoice, coordinating with teams to ensure accuracy and completeness, submission of invoice to finance, and sharing invoice and all back up with client.
• Maintain monthly invoicing tracking for senior management and finance.
• Management of client facing issues including Operational Control Framework issues, reporting outages and reputation or risk impacting workstream items.
• Demonstrate proficiency as a My.StateStreet Product Champion and expanding expertise with all internal platforms and products.

• Potential for direct management responsibilities
• Support on-boarding of new staff and implement training development and succession plans as well as retainment and staff engagement strategies
• Ensure well defined and updated procedures for any operational or processing tasks conducted by team
• Contribute to team initiatives to improve efficiency (Lean) and risk/control framework
• Support the development of a 'best practice' Client Service model across APAC
• Facilitate cross training across all Client Service functions in the team and region
• Work effectively with peers locally and across the region to achieve common goals
• Influence the team positively while enhancing the work culture

• Provide a high standard of client service to our internal and external clients
• Persuade or influence internal groups, as necessary to achieve desired results.
• Embrace State Street's "corporate values" and support a work environment reflective of those values
• Communicate effectively with client's custodians' brokers managers and peers within State Street
• Be a strong team player and demonstrate dedication to group and company goals
• Demonstrate professional maturity and effective time management
• Demonstrate the ability to analyses a problem obtains and evaluate information and reach sound conclusions
• Be a key contact for the client in escalations and complex market questions
• Demonstrate understanding of both custody and middle office roles and responsibilities in relation to the services offered to our clients
• Understand core Alpha servicing responsibilities vs customized solutions

• Excellent attention to detail
• Superior communication skills
• Responsible and ability to take ownership of all allocated tasks
• Organized and able to multi-task and work to tight deadlines
• Pro-active and a problem solver
• Demonstrating highly professional behavior when dealing with all key stakeholders
• Flexible often dealing with ad-hoc queries from clients
• Demonstrating an understanding of the risks involved in the processes and reflect this in their approach to work prioritization
• A strong team player
• Tactically using a broad array of communication vehicles to lead, direct, and facilitate client change requests.

• Proven ability to communicate in a clear concise and professional manner at all levels
• Strong collaboration and influencing skills
• Strong written and communication skills and ability to present to clients and senior STT management.
• Strong sense of ownership and leadership
• Strong time management skills with the ability to priorities under pressure
• Experience in account or relationship management is certainly a merit

• Proven track record in a financial services environment with client service and/or qualified operations-based experience with over 5 years' industry and client facing experience
• Demonstrated market knowledge and understanding of the investment management industry
• Understanding of Back office and Middle operational processes.