The Middle Office Client Change Manager is an exciting new opportunity within Alpha Portfolio Services, Global Delivery division. This position is responsible for establishing and leading a matrix managed team to facilitate and govern the production change lifecycle for several large strategic Alpha clients based in the Americas regions. This role serves as the primary point of contact for our Alpha/Middle office clients regarding key change initiatives and provides clear and timely communication within established service level agreements. The Client Change Manager partners closely with our Alpha Middle Office Clients to successfully navigate change initiatives through our complex cross-functional business and technology teams, ensuring alignment with client expectations and driving excellent change management experience for clients.
Why this role is important to us
State Street Alpha brings together data and capabilities across the investment lifecycle to help our clients make better decisions, grow at scale, and deliver returns for their clients. Alpha is a rapidly growing business and requires strong leadership to support growth, development, and progression of the strategy. The Alpha Portfolio Services team you are joining supports State Street’s Alpha business, the world’s first front-to-back platform from a single provider.
What you will be responsible for
Client Change Management: Develop and implement change management strategies, processes, and workflows leveraging JIRA, Appian, MYSSC, IMT, and other toolkits in alignment with Global Delivery change management guidelines, inclusive of monthly progress reporting, KPIs (Key Performance Indicators) and dashboards.
Client Communication and Presentations: Serve as the primary point of contact for clients regarding change initiatives, impact assessment providing clear and timely communication throughout the change process.
Requirements Gathering: Collaborate with clients and internal cross-functional teams to understand business needs, requirements, and objectives related to proposed changes, document impact assessment
Planning and Coordination: Develop detailed project plans and timelines for change initiatives, coordinating activities across internal teams and stakeholders.
Operational Risk/Compliance Management: Identify and mitigate any risk, regulatory or compliance issues associated with proposed changes, ensuring minimal disruption to client operations and services, following applicable STT guidelines.
Stakeholder Engagement: Build strong relationships with internal and external stakeholders, including clients, GCD, Alpha & CRD Product, technical teams, and third-party vendors.
Quality Assurance: Coordinate/Conduct thorough testing and quality assurance activities to validate the successful implementation of changes and ensure alignment with client expectations and internal SDLC (Software Development Life Cycle) requirements.
Training and Support: Provide training and support to clients and internal teams as needed to facilitate the adoption of changes, new processes, and SOPs (Standard Operating Procedures).
Documentation/Metrics: Maintain accurate documentation of change requests, project plans, costs, key volume and productivity metrics, durations and implementation activities for future reference and auditing purposes.
Continuous Improvement: Evaluate the effectiveness of change management processes and identify opportunities for continuous improvement and optimization to enhance client satisfaction and operational efficiency.
Team Management: Drive, motivate, and manage high performing team. Lead by example and set clear objectives, key results (OKRs) and performance management expectations; foster an inclusive and diverse team and culture that encourages innovation, supported by an appropriate risk framework.
What we value
Exceptional leadership and client service experience; customer-centric mindset and commitment to delivering high-quality service, support, and change.
Excellent interpersonal, communication, negotiation and presentation skills including ability to effectively interpret complex business problems and solutions in simplified manner to stakeholders at all levels.
Strong critical thinker and decision maker, able to jump in and navigate the organization constructs to manage change effectively.
Ability to work independently and collaboratively in a global fast-paced, dynamic environment, managing multiple priorities and deadlines effectively
Exceptional time management and organization skills required to effectively prioritize tasks, meet deadlines, and maintain a structure workflow; coordinate multiple projects simultaneously, allocate resources efficiently and adapt to changing priorities with ease.
Comprehensive knowledge of all Alpha Front to Back products and services catalog, SDLC methodology, industry best practices and methodologies in change management.
Flexibility and adaptability to navigate complex and dynamic client environments.
Education & Preferred Qualifications
Bachelor’s degree in business/ finance or the equivalent combination of education and experience is required: PMP, Change Management Certification is a plus.
10 years of financial services experience in front, middle, and/or back office is required. Preference given to candidates with experience in at least 2 out of the 3 service areas.
Strong knowledge of existing State Street organizational constructs and teams required, in addition to deep business acumen across middle and back-office systems, functions and services supported at State Street. Seeking expertise with Alpha Middle Office Service(s) (either operationally, product based, or implementation)
Staff Management – ability to manage teams on a direct and/or a dotted-line basis. Managing by influence will be a key ingredient to success. Resources reside globally.
Strong understanding of investment management principles, financial markets, and institutional client needs and preferences.
Expertise in MS Office including Visio, Excel, Power BI and PowerPoint
Experience with JIRA and/or other demand/change management tools
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