Client Operations - Contract Management - Assistant Vice President

AVP - Custody Client Operations - Job Description

Who we are looking for

This is a position with a high level of responsibility within the Client Operations Delivery team. The Client Delivery AVP is responsible for 100% accurate Reporting's to Client Service Management. The role is responsible for ensuring successful service delivery, contract and SLA documentation and execution, change management, and key performance reporting.

What you will be responsible for

• Participate in Virtual call meetings and track for timely completion of activities.
• Define risk environment for business unit and perform Risk and Control Assessment to ensure appropriate action is initiated and executed to minimize risk events
• Promote a collaborative cross-business and jurisdiction environment that fosters change and innovation.
• Execute oversight activities to ensure interdepartmental deliveries are monitored and risks highlighted and addressed.
• Identify and escalate issues, propose remediations, and ensure resolution. Understand trends to ”Solve one, fix many” whenever possible
• Develop and ensure delivery of timely, accurate reporting to provide Client Service Management
• Implement and maintain data quality checks for various client service project materials
• Monitor progress to ensure projects stay on track and escalate issues timely
• Assists with compliance reviews, controls, and audits as appropriate.
• Proactive identification of client service needs and potential internal issues impacting client satisfaction.
• Exercise discretion and judgment with respect to matters of significance, such as resolving, reporting of issues/breaches and suspicious transactions.
• Work in conjunction with individuals on the team as well as other business units, shared services, outsource partners, external clients as needed to resolve issues/discrepancies and ensure client satisfaction through seamless processing, accuracy, and adherence to all SLAs/internal standards/guidelines
• Liaise with shared service teams and other business units as required to escalate and resolve client's service/ operational issue.
• Trains, coaches’ colleague and provides input to performance appraisals.
• Ensure proper backup is in place, execute the KPI and present weekly, bi-weekly or Monthly process updates.

What we value

These skills will help you succeed in this role

• Strong verbal and written communication skills.
• Strong analytical skills.
• Ability to perform effectively within strict client deadlines.
• Attention to detail                                      
• Team player attitude
• Ability to work on own initiative.

Education & Preferred Qualifications

• 12+ years’ experience in financial services is must.
• Bachelor’s degree in finance, Accountancy or Business-related degree.
• Former Client service experience would be an advantage.
• MBA accreditation would be an advantage.
• Very good working knowledge of Excel.
• Excellent English skills.
• Should have managed team of 10+ staff and experienced people manager.
• Willing to work in US shift

Secondary Skills (Good to Have)

• Advance MS Office
• Power BI, Tableau experience
• Analytical Skills

About State Street

What 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 in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program 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 perspective 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 the 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 program 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/career

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