Client Service Process Improvement & Change Management, Vice President

Who we are looking for

As Process Improvement & Change Management, Vice President In coordination with the Senior Department Head the VP of Global Process Improvement will ensure STT delivers consistent global service excellence and drive transformation changes that aligns with the client’s strategy. The VP of Process Improvement will to turn data into information, information into insight and insight into business decisions. The VP will act as the client’s bridge into State Street ensuring STT delivers consistent global service excellence across the business and geographies aligned with the client’s current and future needs.

This report will adhere to 4x4 US requirements with JAB MA as office location.

Why this role is important to us

You will be joining the Institutional Services function that allows us to deliver a comprehensive, holistic approach to each client relationship. It means our client-facing functions work together to bring the very best solutions and services the firm has to offer — across all of our locations, products, and capabilities.

Join us if making your mark on the long-lasting client relationships we build is a challenge you are up for.

What you will be responsible for

• On-going review of process improvement opportunities between the State Street and Client organizations
• Change control management for new Client requests, change initiatives within State Street, and  regulatory or industry change
• On-going Recommendation of process & control enhancements to mitigate risk across the two organizations and improve the client experience
• Create and maintain a seamless, integrated operating model across product jurisdictions and operating centers
• Ensure STT delivers consistent client service in keeping with client agreements and STT standards across Global
• Provide overarching global governance across plans and create a framework to enhance locally delivered service and support solutions
• Understand and help manage client risk profile and align globally
• Ensure effective issue escalation resolution / protocols across Global Teams
• Drive toward standardization for servicing and operational solutions
• Conceive of and implement transformational-scale improvements to global operating model that aligns with the client’s strategy
• Resolve specific action items related to global service delivery and service issues
• Measure losses and opportunities for improvement
• Engage with STT product management to represent client perspective in new product development
• Lead/attend Client Meetings on Service Level & Client operating Model design remotely and in person and enhance the global C suite perception of the entity.
• Engage with client C-suite, Board, conduct presentations, and host post meeting reviews where applicable
• Host monthly internal meetings to ensure interaction model is cohesive and team is unified
• Oversees global operations model and identifies/drives model optimization opportunities (people process, technology) in line with the client strategy
• Assesses and mitigates risk associated with end-to-end operational model
• Client Sentiment measurement for operational activities
• Escalation point for client service and delivery issues

What we value

These skills will help you succeed in this role

• Direct client interaction at the highest levels including difficult messaging.
• Strong critical thinking, problem solving, and decision making skills
• Experience in managing large scale, complex projects
• Indirect management experiance

Education & Preferred Qualifications

• BS/BA degree required.
• Must have at least 10 years of related global experience in financial services industry.
• Superior skill levels in relationship management, along with excellent verbal and written communication and presentation skills and coordination skills.

Additional requirements

• Must possess strong leadership and management skills.
• Knowledge of computer systems, financial operations and/or mutual fund and related global industries a plus.
• Ability to travel as the client as needed

Are you the right candidate? Yes!

We truly believe in the power that comes from the diverse backgrounds and experiences our employees bring with them. Although each vacancy details what we are looking for, we don’t necessarily need you to fulfil all of them when applying. If you like change and innov