State Street Global Advisors - Head of Client Support, VP I

The Head of Client Support manages the Client Support team within the SSGA Boston Shareholder Services team and works closely with Client Trading, portfolio managers, operations teams, custody teams, and other internal and external clients.  The Head of Client Support is expected to be client focused, proactive; solutions oriented and demonstrate sound judgment on issue escalation and resolution.

Job Description:

• Manage the Client Support team members and processes which include inquiries, exceptions and NIGO (not in good order) handling, Transaction Security Form management, FTTOP (Funds Transfer and Transaction Origination Protocol), and market effect.

• Apply understanding of complex internal structures and context surrounding information being processed to perform daily activities

• Guide team in appropriately responding to client inquiries focusing on swift resolution, clear and concise communication, and a client-friendly tone while upholding operational and service-level standards

• Maintain working knowledge of overall process operating model and develop and implement new initiatives.  Assists with process re-engineering and systems integrations and deployments while understanding downstream implications to other areas and applications as a result of the changes

• Participate in system enhancement and testing, including coordinating occasional evening and weekend production moves

• Ensure team members have a clear understanding of the risks inherent in the work that they do and delegate appropriately, encouraging ownership, accountability, and professional development

• Deliver training and coaching to team; hold regular team meetings and one on one meetings with each team member to foster engagement and identify areas of improvement and cross-training

• Foster an environment of continuous learning grounded in teamwork and knowledge sharing; be adaptable to change as well as a change agent

• Ensure team is achieving response times and meeting pre-determined deadlines and internal standards; review and improve metrics to quantify volume and quality of work done

• Conform with the risk escalation chain for operational issues and suspicious transactions

• Responsible to hire and manage team members, make recommendations for promotions, salary increases, bonuses, and discipline as necessary etc.

• Work across business units internally to define best practices and provide training across teams to enhance the client experience for the duration of the relationship

• Assist with organizational change by providing analysis of current state roles, responsibilities, and risks and participate in creating a vision for an efficient and scalable operating model for the future

• Perform other duties as needed

Requirements:

• 10+ years of experience in investment management with a specific focus on investment operations and 3+ years of management experience. 

• Strong business judgment, including the ability to synthesize complex issues, effectively balance competing objectives including the ability to communicate such issues to staff and senior management

• Solid understanding of complex investment issues and investment vehicles with a desire to continuously improve investment knowledge

• Strong technical expertise and investment knowledge along with understanding of marketplace nuances

• Excellent organizational and execution skills including the ability to prioritize and multi-task under time constraints

• Ability to develop and maintain collaborative and professional relationships with internal and external global clients and colleagues

• Problem solving skills in terms of understanding client objectives and developing effective and appropriate solutions to meet those objectives while balancing the inherent risks to State Street

• Experience with system migration including defining business requirements, coordinating in-depth testing and feedback, implementing procedures and training, and executing on the conversion from legacy systems to the future state

• Knowledge of SSGA specific applications, fund structures, and Operations workflow is preferred

• Excellent collaborative, interpersonal, organizational, and communication skills (written and verbal)

• Strong attention to detail

• Team player with a positive can-do attitude

• Bachelor’s Degree or equivalent experience

"Are you the right candidate? Yes! 

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