Corporate Actions-Assistant Vice President

Who we are looking for

Client Service Individuals that will be the single point of contact for our clients on all Corporate Actions-related matters.

They must always provide a positive engagement with our clients and the various other internal teams that support those clients. The role needs
to take ownership for ensuring the client experience in dealing with the client service team is positive, their queries can be addressed quickly, and they have timely line of site on all open items.

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 an Assistant Vice President :

The Client Service role is a client facing role. As a Corporate Actions Client Service representative, you will act as the key contact point for a group of clients and internal teams supporting those clients with respect to:
• Day-to-day communication of BAU matters as well as any issues or escalations brought up by the clients and/or internal teams
• Query resolution
• Service Issues and/or performance concerns
• Driving Standard KPI and Service Level Meetings
• Acting as the client’s sponsor when working with internal State Street team
• Periodic review of SLA, PSA, FTTOP and other key documentations
• Ensuring clients change program involving State Street is executed on time
• Maintain “Green” Rating and referenceable client

Role specifics
Proactive Client Engagement aided at retaining the client and improving client satisfaction scores

• Ensure Engagement model is in place and adhered to including ensuring 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.
• Operate using a proactive approach with clients (reach out rather than respond)
• Look at client satisfaction scores and have a plan in place designed to have a
positive impact.
• Play a key co-ordination role bringing together project plans and current status for fund activity such as
• 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)
• Drive continuous improvement across the operating model
• Drive the adoption of tools by the client to streamline the delivery of data
(Interactive views, IMT, Client workbench etc.)
• Proactively use IMT (query management tool) to support timely responses to client queries and resolution of issues and determine strategies to reduce reactive responses 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 and contract annexures
• 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.
• Drive know the client sessions and ensure Client/Product profiles are in place and current. 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 appropr