Client Service Manager, Assistant Vice President

Job title: Client Service Manager, Assistant Vice President

Company: State Street


Job description: Who we are looking forThe Client Service Manager is a client facing role, and acts as the key contact point for our institutional clients and their 3rd party appointed providers with respect toDaily servicing of the account, SLA requirements etc.,New services and/or changes to service and associated billing adjustmentsEscalation of service Issues and/or performance concernsCoordinating Standard KPI and Service Level MeetingsActing as the client’s sponsor when working with internal State Street teamsQuery resolutionPeriodic compliance processes including Year End co-ordination, AML reviews, FTOP reviews etc.Positive engagement is critical. The role needs to take ownership and accountability for ensuring the client experience is positive, their queries can be addressed quickly and they have appropriate timeline and line of sight on all open items.Depending upon the size of the client a Client Service Manager can expect to service a group of like clientsJoin us if making your mark in the financial services industry from day one is a challenge you are up for.What you will be responsible forAs Client Service Manager, you willProactive Client Engagement aided at improving client satisfaction scoresEnsure structured client engagement forums are in place with agendas and materials sent well in advance of the meetingsDeliver best practice sharing sessions with the client ensuring they are aware of developments and improvements made within the organization.Facilitate Product training sessions where appropriateOperate using a proactive approach with clients (reach out rather than respond)Ensure there is regular status reporting of open items/current activities available to the clientLook at client satisfaction scores and have a plan in place designed to have a positive impact on improving satisfaction levels..Transforming the way we support our clients as they evolve.Play a key co-ordination role bringing together project plans and current status for fund activity such asFund openings, closures and transitionsNew fund structuresNew productsHelp drive internally within State Street any client strategic initiatives that will have a direct impact on how we will interact with the client (vendor changes, technology changes, operating model changes)Look at ways to drive continuous improvement across the operating modelLook to drive the adoption of tools by the client to streamline the delivery of dataLeverage the query management tool to support timely responses to client queries and resolution of issuesFocus on the client governance aspects of the servicing model including but not limited toMaintenance of client documentation including but not limited to AML reviews, FTOP updates, contract annexures etcEnsuring accurate change controls for Client invoicing and follow up with clients on any overdue invoices.Conduct Due Diligence sessions and presentation materialsYear End Timetabling and other periodic planningHold service level meetings with the client including the delivery of KPI information.Leverage KPI Reporting and other Dashboards to proactively oversee activity happening across the clients funds and work within internal teams to address any anomalies in performance.Support Internal User groups aimed at enhancing staff knowledge of the client through Know the client sessions and ensuring Client/Product profiles are in place and kept up to date.Stay abreast of transformation change within the organization (Technology, product, process) and be in a position to have a high level discussion with the client on these changes/developments.GeneralEncourage an environment of openness that welcomes effective challenge and supports open discussion, promotes new ideas and work collaboratively across State Street teams and divisionsEstablish and nurture a culture of individual ownership of tasks to embed a clear individual sense of accountability into staff members’ behaviour in performing their roles.Be aware and understand the risks inherent within the department and the potential effect of non-compliance and take appropriate corrective actionDemonstrate the ‘Risk Excellence’ culture in your behaviour, ensure that the highest level of the ethical conduct is displayed in your behaviour and that of your staff including but not limited toTimely completion of all compliance training and adhere to Compliance and regulatory proceduresAbide by any mandatory leave requirementsStrict adherence to all State Street PoliciesRegular updating of performance priorities and tracking against theseOperate within the ethical decision making frameworkWhat we valueThese skills will help you succeed in this roleProject Management SkillsStrong analytical capability and problem management skillsAbility to comprehend client requirements and find solutionsEffective communicator (Proficient written and oral communication including presentations)Highest level of integrity and ethicsEducation & Preferred QualificationsBachelor’s Degree or equivalent in business or financial discipline6-10 Years in financial services or related fieldPrior Client Service Experience (Ideally within Financial Markets)Extensive product knowledge including, understanding of fund accounting concepts, custody activities and flows core investment products and different investment vehiclesAdditional requirementsAbility to work under pressure to tight deadlinesFlexible and solution oriented, ability to think outside the boxThrives in a dynamic, changing environmentActively keeps themselves informed on developments within the organisationInspires and motivate others to drive and sustain State Streets success even in the face of resistance or challengeStrong sense of accountability but appreciates and respects the role of the COE’sExercise sound business judgment based upon financial principles and knowledge of the broader corporation objectives.About State StreetWhat we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, 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. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.State Street is an equal opportunity and affirmative action employer.Discover more at StateStreet.com/careers

Expected salary:

Location: Sydney, NSW

Job date: Wed, 28 May 2025 03:17:39 GMT

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