Head of Global Delivery - North America, Senior Vice President

State Street is a global provider with $41.8 trillion in assets under custody and/or administration and $4.1 trillion under management.* Our investment servicing business provides solutions to some of the worlds most sophisticated institutional investors through our enterprise outsourcing capabilities, underpinned by our integrated front-to-back State Street Alpha SM platform.

Global Delivery manages our custody, accounting, fund administration, alternatives, middle office, transfer agency and securities operations. Our team of close to 30,000 employees operate across 22 countries around the world delivering integrated solutions to support our clients as they grow and innovate creating better outcomes for the people they serve.

* Figures as of Q4 2023

Why this role is important to us

The Head of Global Delivery – North America is responsible for leading, managing and developing a team of ~ 4,000 people across multiple locations focused on delivery of services to our clients. This includes oversight and governance of services delivered by State Street Bank & Trust (SSBT) or on behalf of SSBT from other State Street operations outside of North America.

Global Delivery is an integral part of our Investment Services operations delivering custody, accounting, fund administration, alternatives, middle office, transfer agency and securities operations services across multiple client segments, investment structures and domiciles.

What you will be responsible for

The Head of Global Delivery – North America is responsible for working with Global Services Leads and ensuring;

• Global Delivery activities are performed and services are delivered to clients in accordance with all contractual and service level agreements

• High standards of accuracy and timeliness, delivering services in an efficient and controlled manner with a continuous focus on improving quality and productivity

• Operating policies, procedures and controls are documented, adhered to and are compliant with relevant SOC/ISAE controls and regulatory requirements

• Key metrics, performance and risk indicators are in place to track volumes, manage growth, service delivery quality, cost, productivity, efficiency and risk

• Financial performance to operating plan, forecasts are accurate, headcount and expenses are actively managed and agreed efficiency targets are achieved

• Client relationships are developed and managed on a professional basis, operational service reviews are conducted on a regular basis, actions are documented and completed

• Global Delivery teams are appropriately represented, prepare for and actively participate at client meetings, presentations and due diligence reviews

• Thorough review of new business and service requests including operating model design, resource and technology requirements and risk assessment

• Operating models are best in class, scalable, leverage global process standards where possible and clients are serviced on strategic technology platforms

• Optimal organization, resources are available and advance planning occurs to cater for growth, on-boarding, conversions, regulatory and other major projects

• Engagement with technology and vendors on the functional specification, testing and successful on-time delivery of new applications and/or software upgrades

• Effective team building, training, development, talent and succession planning with a focus on setting challenging but realistic performance and stretch goals

• Executive management, legal entity boards, second and third lines of defense are informed of all relevant operational and service issues, risks and risk events in a timely manner

• Awareness of relevant business and product developments, market trends and regulatory changes impacting operations, our clients and market participants

• Development and execution of agreed business plans providing input into the formulation of Global Delivery and operations global strategy

• Control, risk, compliance/ethics and internal audit reviews or inspections are fully supported and there are no open or overdue actions for Global Delivery

• Requests for information from external auditors, legal advisors, regulators and other parties are managed complying with local and corporate policies

• Conflicts of interest (potential, actual, personal and business) are managed in accordance with corporate policy and we operate with the highest standards of integrity

• Compliance with all corporate and local policies and procedures with particular focus on health and safety, operational risk, resiliency and business continuity

What we value