Client Service Manager, AVP

Deliver highly valued services and solutions in order to drive effective investment servicing solutions to our clients.
State Street

State Street Global Services, provides asset owners and managers with a wide range of support, from core custody, accounting and fund administration to complete servicing for complex alternative assets like OTC derivatives and private equity.  We also deliver innovative performance measurement and analytics tools, giving our clients the information they need to make better-informed decisions. State Street is among the world’s leading institutional investment servicing providers.

 

State Street Global Services, provides the essential financial infrastructure for delivering effective investment servicing solutions globally. Our capabilities in asset servicing, operations outsourcing and analytics enable our clients to manage operational risk, optimize their cost structures, enhance the value of their services and act on growth opportunities – across all major markets. Our combination of consistency and creativity is what helps our clients face the future with confidence

Role Overview

  • Deliver highly valued services and solutions to complex clients to ensure quality services are consistently delivered and clients are offered State Street’s full range of services as their needs and our services evolve
  • Manage resourcing and workflow to ensure costs are controlled and allocation to clients P& L is appropriate
  • Translate corporate strategy into actionable goals ensuring alignment to company goals
  • Manage activities in servicing client relationships and client operations i.e. respond to escalated issues, communicate resolution to clients, monitor metrics around inquiries being resolved at point of contact, and escalate unresolved issues to senior management as needed
  • Keep senior management informed of new developments, service issues, and new business opportunities
  • Promote a collaborative cross-business and jurisdiction environment that fosters change and innovation
  • Oversee succession and development planning for direct reports
  • Effectively deliver key messages and communication to ensure relevant parties are informed of any client’s activities
  • Assist with compliance/fiduciary reviews, controls, and audits as appropriate
  • Define risk environment for business unit and ensure appropriate action is initiated and executed in order to minimize risk events
  • Ensure there is sound risk and compliance controls with immediate resolution of non-compliant items identified
  • Provide coaching and development opportunities to staff and responsible for completing and delivering Performance Planning and Reviews on time
  • Make effective recommendations to hire, discipline, control work, determine promotions, salary increases, bonuses and terminate employment
  • Monitor and comply with changes to the 'risk' escalation chain including communicating amendments to staff where needed e.g. issues and suspicious transactions
  • Adhere to State Street corporate policies and procedures including but not limited to the Standard of Conduct
  • Perform other duties as required

Key Metrics

Operational Excellence:

  • Achieve efficiency/productivity targets
  • Champion process improvements
  • Timely & Accurate resolution of inquiries

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Client Management:

  • Adherence to KPI’s (Client/Operational)
  • Client Retention & Satisfaction

Financial:

  • Maximize client profitability
  • Manage budget forecast v actual
  • Surface cross selling opportunities to RM

Risk and Compliance:

  • Adherence to best practices/SOPs/Client Specific procedures/
  • Comply with State Street risk program e.g.  timely completion of related training
  • Comply with relevant laws and regulatory requirements
  • Adhere to State Street policies and guidelines

Education & Experience Required

  • Undergraduate degree and/or formal qualifications in a relevant business stream
  • Strong understanding of State Street’s products, services, technology/system and operational environment
  • Deep understanding of financial products and funds management industry
  • Experience in helping clients solve business and operational problems
  • Excellent client service and management experience
  • Strong business level communication skills both written and verbal, including report writing skills
  • Strong time management and prioritisation skills
  • Confident in making decisions autonomously and taking initiative
  • Ability to work well under pressure
  • Accuracy and attention to detail
  • Strong project management skills and experience
  • Proven track record for delivering results as part of a dynamic team structure


Melbourne, Victoria, Australia Melbourne Victoria AU