Alts. Client Service Manager, MD

Who we are looking for

In partnership with key stakeholders across the Global Delivery, Product, GTS, and other critical counterparts throughout the organization, the Managing Director, Client Service, Alternatives role will ensure State Street (“STT”) delivers Client Service excellence to our asset owner clients consistent with our global operating model. 

Client Service is the cornerstone of client success, serving as the holistic owners of service delivery governance, with a focus on driving the organization to improve client satisfaction, sentiment, and engagement proactively by focusing on overall client experience, risk, and governance, while encouraging clients to fully leverage the breadth of their relationship with State Street

Responsibilities include initiating servicing conversations, identifying opportunities for client growth (e.g., cross-sell/upsell) and continuous improvement, and serving as an escalation point for high-impact service issues

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 — for asset managers and asset owners, insurance companies, and official institutions globally. 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

• Responsible for building and managing an Alternative Client Service Organization with an entrepreneurial and hard working mindset
• Performance & governance management: Manage plans to improve the client experience through a deep understanding of the clients’ goals, KPIs, issues, incidents, and sentiment trends; monitor SLAs to ensure continued alignment to client obligations and goals, manage key compliance activities (e.g., AML/KYC reviews, due diligence) 
• Coordinate lifecycle and change events: Support clients during onboarding, manage new fund/account solutions, and coordinate the intake and implementation of client changes
• Proactive, core client servicing: Manage service reviews; address client escalations and coordinate overall Path to Green for cross-functional or multi-product issues
• Continuous improvement identification and execution: Strategize to evolve clients’ servicing experience continuously and identify opportunities to reduce risk in client interaction and internal operations
• OneSTT coordination and facilitation: Coordinate necessary teams across the business for information and knowledge sharing, presenting clients with a unified OneSTT experience
• Leverage client knowledge, scale, technology solutions, geographic footprint and time zones to craft the most efficient and effective end-to-end service model that delivers to the client coverage service proposition.
• Build regionally consistent standards, measurement and reporting, identifying ways to enhance our service quality, accuracy, and responsiveness across assigned teams.

What we value

These skills will help you succeed in this role

• Client management: Build strong client relationships and establish trust via proactive communication and understanding of client’s needs and pain points
• Group collaboration: Effectively bring teams across the business together to ensure seamless service delivery and client success
• Service and issue management: Track client sentiment, oversee escalations and service plans to maintain high-quality service delivery
• Analytical thinking and problem solving: Analyze metrics and issues, anticipate needs and define resolution paths. Identify opportunities to enhance client experience and mitigate risk, and  develop plans to execute
• Product expertise: Understand suite of  products/services across STT and connect them to what clients need
• Priority management: Identify critical, sentiment-impacting priorities and ensure they are quickly actioned

Education & Preferred Qualifications

• BS/BA degree required
• Must have a minimum of 15-20 years of related experience, preferably in financial services industry
• Ability to travel to client meetings etc.
• Private Markets / Hedge Operations experience required
• Experience managing large teams and developing talent

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 cha