Alts Client Services, VP

Job Description

In partnership with key stakeholders across Relationship Management, Global Delivery, Product, Global Technology, and other critical counterparts, the Vice President of Alternative Client Service role will ensure State Street (“STT”) delivers Client Service excellence to our alternative assets clients, consistent with our global operating model. 

Client Service is the cornerstone of client success, serving as the holistic owner 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 and managing servicing interactions, identifying opportunities for client growth (e.g., cross-sell/upsell) and continuous improvement (e.g. peer comparisons, recommending best practices), and serving as an escalation point for high-impact service issues.

Who we are looking for

This position is a Vice President within the client service team supporting the  Alternatives segment.  As part of a client service team you will work alongside the Relationship Management, Global Delivery, Product, and Global Technology functions across a number of Alternative focused clients,  serviced across fund domiciles in North America, EMEA and APAC.  

As part of the remit, the client service team will cultivate an understanding of the client’s business and the services provided by State Street, with the objective of optimizing client satisfaction, ensuring that the client experiences an excellent client experience at State Street.  Individual accountabilities include client & STT strategic alignment client communication, monitoring satisfaction levels and sharing feedback internally. 

The Client Service team will collaborate with internal stakeholders in commercial negotiations, and will ensure compliance with contract terms.
 

Expected leadership behaviors include an ability to contribute to team excellence, excellent collaboration and communication skills, and willingness to engage with the client across its global locations.  A keen client service focus is critically important.

What you will be responsible for

• Issue Resolution: Addressing and resolving day to day client issues across teams, escalating issues when necessary, and working with internal teams to find solutions.

• Put in place client governance including KPI’s and co-ordinate accurate reporting

• Track thematic trends across clients and teams - highlight to team leadership.

• Collaborate with internal teams to respond to client needs in a timely manner and take immediate action to address issues as they arise, escalating when appropriate.

• Collaborate with onboarding teams managing through volume spikes and step into drive onboarding when required

• Liaising with internal teams to respond to clients due diligence and other ad-hoc requests.

• Assists with client presentation preparation, client meetings & product collaboration.

• Take ownership maintaining State Streets records, documentation and systems are current and maintained in accordance with policies.

• Run internal projects as they arise.

• Possess technical and industry knowledge.

• Strengthen and deepen relationships with our clients. Deliver constant monitoring of the client’s perception of the quality of our services (NPS score), partner with business leads to maintain strong focus on client service and requirements.

• Run service review

• Partner with relationship managers and delivery personnel to monitor and report on service issues, compile remediation plans.

• Mange members of the client service team to achieve team and division goals

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: Und