Who we are looking for

The 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 to

• Daily servicing of the account, SLA requirements etc.,
• New services and/or changes to service and associated billing adjustments
• Escalation of service Issues and/or performance concerns
• Coordinating Standard KPI and Service Level Meetings
• Acting as the client’s sponsor when working with internal State Street teams
• Query resolution
• Periodic 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 time line 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 clients
Why this role is important to us
The team you will be joining is a part of State Street Global Services (SSGS). SSGS gives asset owners and managers access to the essential financial tools they need to deliver effective investment solutions. From core custody, accounting, fund administration and shareholder recordkeeping, to complete operations solutions and servicing for alternative assets like OTC derivatives, private equity and real estate, SSGS’ tools help our clients make better investment choices and act on growth opportunities.
Join 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 for
As Client Service Manager, you will

Proactive Client Engagement aided at improving client satisfaction scores:

• Ensure structured client engagement forums are in place with agendas and materials sent well in advance of the meetings
• Deliver best practice sharing sessions with the client ensuring they are aware of developments and improvements made within the organization.
• Facilitate Product training sessions where appropriate
• Operate 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 client
• Look 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 as

• Fund openings, closures and transitions
• New fund structures
• New products

Help 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 model
Look to drive the adoption of tools by the client to streamline the delivery of data
Leverage the query management tool to support timely responses to client queries and resolution of issues

Focus on the client governance aspects of the servicing model including but not limited to

• Maintenance of client documentation including but not limited to AML reviews, FTOP updates, contract annexures etc
• Ensuring accurate change controls for Client invoicing and follow up with clients on any overdue invoices.
• Conduct Due Diligence sessions and presentation materials
• Year End Timetabling and other periodic planning
• Hold 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.
General
Encourage an environment of openness that welcomes effective challenge and supports open discussion, promotes new ideas and work collaboratively across State Street teams and divisions
Establish 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 action

Demonstrate 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 to

• Timely completion of all compliance training and adhere to Compliance and regulatory procedures
• Abide by any mandatory leave requirements
• Strict adherence to all State Street Policies
• Regular updating of performance priorities and tracking against these
• Operate within the ethical decision making framework

What we value

These skills will help you succeed in this role

• Ability to work under pressure to tight deadlines
• Flexible and solution oriented, ability to think outside the box
• Thrives in a dynamic, changing environment
• Actively keeps themselves informed on developments within the organisation
• Inspires and motivate others to drive and sustain State Streets success even in the face of resistance or challenge
• Strong sense of accountability but appreciates and respects the role of the COE’s
• Exercise sound business judgment based upon financial principles and knowledge of the broader corporation objectives

Education & Preferred Qualifications

• Bachelor’s Degree or equivalent in business or financial discipline
• 6-10 Years in financial services or related field
• Prior 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 vehicles
• Project Management Skills
• Strong analytical capability and problem management skills
• Ability to comprehend client requirements and find solutions
• Effective communicator (Proficient written and oral communication including presentations
• Highest level of integrity and ethics

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 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/career

The 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 to

• Daily servicing of the account, SLA requirements etc.,
• New services and/or changes to service and associated billing adjustments
• Escalation of service Issues and/or performance concerns
• Coordinating Standard KPI and Service Level Meetings
• Acting as the client’s sponsor when working with internal State Street teams
• Query resolution
• Periodic compliance processes including Year End co-ordination, AML reviews, FTOP reviews etc

Play a key co-ordination role bringing together project plans and current status for fund activity such as

• Fund openings, closures and transitions
• New fund structures
• New product

These skills will help you succeed in this role

• Ability to work under pressure to tight deadlines
• Flexible and solution oriented, ability to think outside the box
• Thrives in a dynamic, changing environment
• Actively keeps themselves informed on developments within the organisation
• Inspires and motivate others to drive and sustain State Streets success even in the face of resistance or challenge
• Strong sense of accountability but appreciates and respects the role of the COE’s
• Exercise sound business judgment based upon financial principles and knowledge of the broader corporation objective