Global Head of Client Services -SVP Global Head of Client Services -SVP …

State Street Corporation
in Boston, MA, United States
Permanent, Full time
Be the first to apply
State Street Corporation
in Boston, MA, United States
Permanent, Full time
Be the first to apply
State Street Corporation
Global Head of Client Services -SVP
In partnership with key stakeholders across Global Segments, Global Client Management, Global Delivery and Regional COO's, the Head of Global Client Services will ensure STT delivers service excellence through a global service model that unifies all aspects of service and delivery through common goals, oversight and consistent client experience across all regions. This role will be responsible for leading the regional client service leads across all clients and delivering the service experience in line with the STT coverage model. A minimum of 15+ years of services operations and client experience is preferred.

Role Description:

  • 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 by driving mission of the Service and Delivery organization; 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 STT offers
  • Articulates the definition and importance of service as a core global functional discipline across STT with distinct roles and responsibilities
  • Ensure Client Sentiment Portal is up to date with respect to Client Sentiment

Deliver Service Excellence
  • Create and implement joint goals across service and delivery, governed through a Client Experience Council and in partnership with client owners (e.g. Client Executives, Relationship Managers, Segment Leaders, Regional Leaders, Country Leaders and CXO function, as appropriate)
  • Ensure consistent quality execution of client deliverables as defined through SLAs or otherwise
  • Ensure proactive and transparent communication with execution teams and clients, managing client expectations to mitigate risks and penalties
  • Create a seamless, integrated operating model across product jurisdiction and operating centers
  • Identifies themes in client feedback and performance globally. Drives improvement across STT using this insight.
  • Escalation point for Global Segments and Client Management functions in Institutional Services

Optimize Service Solutions
  • Bridge client experience, digital assets and client coverage model to deliver consistent and targeted service experience across regions
  • Accountable for global Client Service budget and productivity targets, contributes to the continuous improvement of the operating model by delivering on key initiatives in partnership with key stakeholders
  • Leverage client knowledge, scale, technology solutions, mutual geographic footprint and time zones to craft the most efficient and effective end-to-end service model that delivers to the client coverage service proposition
  • Build globally consistent standards, measurement and reporting, identifying ways to enhance our service quality, accuracy and timeliness across all business lines

Active Global Governance
  • In partnership with Regional COO's and Global Client Management Leads (Head of GCD and Coverage);
    • Provide an overarching global governance and framework to enhance locally delivered service solutions in support of Client Account Plans
    • Lead Executive Governance forums across all regions and act as elevation point for global risk measures and performance metrics, including client experience and sentiment metrics
  • Contributes to the Client Experience/Service Council to ensure accountability to Global Client Management and Segment Heads
  • Active involvement in client governance related to service reviews

Accountability for Client Satisfaction on Service and Delivery
  • Accountable for client satisfaction, client service experience globally and accountable for performance measures and NPS Surveys / Service Responses
  • Deliver a client service model to achieve a globally consistent client experience and quality of service
  • Deliver on the coverage model by client groupings to deliver unique operational value that defends and grows the book of business with clients

Commercial Excellence
  • In conjunction with Sales, Segments, Client Executives and RM's, partner on new business opportunities to formulate and deliver our value proposition
  • Proactively measure costs by client to ensure resources / expenses are matched to the client coverage model in terms of both client groupings (GCD, Premium, Preferred) and opportunity. Evangelize segment specific value propositions so that all client facing touchpoints are able to speak to STT value

Partner with Product
  • Establish feedback loop to drive development of future product roadmaps, features/functions in alignment with client feedback
  • Establish process to upskill and train Client teams on new product features and functions
Company Overview

From technology and product innovation to corporate responsibility and community development, 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 - strengthening markets, building communities and creating opportunities for growth.

We owe that longevity to the commitment, expertise and creativity of our employees. Our continued success depends on our ability to attract and develop the best talent in the industry. That's why we're keenly focused on employee development, corporate citizenship and inclusion.

For us, success comes in the mark we make as an organization - for the industry, our clients, our communities and each other.

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