Client Service Executive VP, 12m Fixed-Term Contract
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
Our promise to maintain an environment where every employee feels valued and able to meet their full potential infuses our company values. It’s also part of our commitment to inclusion, development and engagement, and corporate social responsibility. You’ll have tools to help balance your professional and personal life, paid volunteer days, and access to employee networks that help you stay connected to what matters to you. Join us.
State Street is an Equal Opportunity Employer, and prohibits discrimination against applicants or employees on the basis of any legally protected characteristics.
Understand the clients strategy and work closely with the SAM RM to implement
Work with the SAM RM to understand SSAL’s Client strategic plan and the CSE’s role with implementation of the plan.
Contribute to AMP plans and AMP sessions
NPS Survey – implement action plans in response to survey feedback working with SAM RM. Provide regular updates on progress to the SAM RM. Co-ordinate and track operations action plans to address Client Survey results.
Contribute to Thought Leadership planning and actions in conjunction with the SAM RM.
Understand client P/L for each client
Support SAM RM client profitability plans and action where appropriate. Execute on agreed initiatives
Assist SAM RM and provide feedback on client pricing negotiations and implementation of new rate cards
Confirm new services and pricing of those services with the SAM RM
Improve year on year NPS survey ratings
Update new contracts, SLA’s and work with the SAM RM to finalise. Assist with client contractual discussions where required. Ensure CSM’s undertake regular review of the SLA’s and relevant operational documentation eg. SLA’s
Have a detailed understanding of the clients operating model across all product areas. Work across business lines to implement changes. Lead or co-ordinate discussions with clients on operating model changes
Devise strategies to make operating models more efficient
Understand State Street product developments and roll outs. Co-ordinate rollouts with product groups and the client
Review and approve Client KPI reports
Billings – approve client invoices. Monitor delivery of billing and debtors per SLA. Follow up escalated debtors and late invoices and escalate where necessary
Lead client operational and service review calls and meetings. Co-ordinate agendas and chair meetings. Ensure actions are captured and followed up. Maintain status log of outstanding issues and initiatives.
Be a point of escalation for Client and internal teams whilst ensuring relevant parties are aware of engagement model to ensure efficient interaction with the relevant teams.
Manage Client documentation ensuring timely updates and sign-offs for SLAs, FTTOP, ASL, Business Requirements, Actions/Issue Logs etc
Query management - act as point of escalation for client and internally. Review and analyse responsiveness (timeliness and quality metrics). Coordinate and oversee initiatives to reduce query volumes and timeliness
Engage with individual service delivery teams and COEs. Ensure key resources/teams are aware of client deliverables, impacts and are meeting KPI’s
Arrange regular update meetings with internal teams. Share key client updates, manage resolution of open issues and understand product teams and COE’s initiatives. Identify and support training initiatives across key personnel/teams servicing the Client
Review and approve client incident reports
Client contact for all change control. Own internal engagement for client impacted by change requests. Consolidate resourcing and cost impact of change requests. Engage with SAM RM to make financial decision on the servicing costs. Work with relevant teams to track progress.
Manage the MYSS adoption strategy – opportunity identification, co-ordination of training and tracking metrics to endure effective usage of MYSS
Ownership of deal team process for existing Clients
Manage any client due diligence visits including agenda co-ordination and presentation materials.
Manage the AML / FLOD requirements
Be aware of any regulatory and compliance changes and impact to the Client. Work closely with relevant product or corporate divisions to be aware of the implementation changes and be involved in Client communications where appropriate.
Own and manage year end and distribution timetables in conjunction with Business Units, Clients and Auditors and 3rd parties. Co-ordinate client meetings in conjunction with product teams, where appropriate. Have awareness of issues and provide support in resolution of them eg. overruns.
CROSS SELL / SALES
Notify SAM RM, Sales and Product of potential cross-sell opportunities
Support RFP and new business opportunities as required
Experience, Qualifications, Skills and Abilities
Undergraduate degree and/or formal qualifications in a relevant business stream
Proven background in the development and maintenance of client relationships
Relevant experience and demonstrated knowledge in the financial services industry, in particular Fund Operations
Proven capabilities in operational and staff management
Demonstrate the ability to analyze a problem, obtain and evaluate information, and make sound decisions
Good knowledge of Global Services & State Street Global Market’s product and services and; the working relationship between front and back offices