Middle Office Affiliate Services, Senior Vice President

Purpose of the role

Client Lead for services provided to State Street Affiliates including SSGA, will be responsible for all middle office services delivered to a State Street Affiliate. The role will have responsibility for new and organic growth and stabilization of client service including expected incoming new Wealth business. The role will be responsible for ensuring State Street delivers service excellence through a consistent Global Middle Office Service offering that unifies all aspects of service and delivery through common goals, oversight and consistent client experience across all regions. 

Middle Office experience required with a focus on Client Experience and ideally, wealth knowledge.

What you will be responsible for

Scope

·         Affiliate services delivered by Middle Office

·         Management of large direct & in-direct (matrix) organizations across multiple locations

·         Operational implementation of strategic core architecture

Business Rationale

With the ambitious growth journey for the franchise including new anticipated wealth business and optimization of existing affiliate services, this role will be critical to ensure consistent service, support and operating model for all affiliates within the scope of the role both new and existing.

Key Tasks and Responsibilities
 

Leadership

• Create and implement goals and expectations to ensure consistent service delivery with key metrics to measure progress and celebrate success

• Create a high performing culture in which people operate to deliver client outcomes, with a One State Street mindset. Cutting across organizational boundaries to create common goals with clear performance expectations and client outcomes

• Effectively manage staff on both direct and virtual teams across Operating Centers by driving the mission of the Global Middle Office; create opportunities for emerging talent to move into stretch assignments; proactive succession and development planning

• Advance the team’s collective knowledge and effectiveness by bringing insights, innovation and solutions to the team and ensuring sustainable best practice across the full suite of products and services Global Middle Office offers

• 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

• Lead a significant program of work to migrate current operating platform to strategic operating model

Deliver Service and Operational Excellence

• Ensures Middle Office activities are performed and services are delivered to clients in accordance with all contractual and client service level agreements ensuring a seamless, integrated, consistent operating model across the jurisdiction and operating centers

• Hold teams accountable for high standards of accuracy and timeliness, delivering services in an efficient and controlled manner with a continuous focus on improving quality and productivity

• Ensures operating policies, procedures and controls are documented, adhered to and are compliant with relevant controls and regulatory requirements

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

• Acts as escalation point for Clients and operating centers. Identifies themes in client feedback and performance to co-ordinate as Client Leads globally to ensure consistent service. Drives improvement across Global Middle Office using this insight.

• Responsible for reducing operational risks by ensuring robust control environment, escalation protocols and responsiveness culture to internal and external issues raised

• Accountable for client satisfaction, client service experience globally and accountable for performance measures and NPS Surveys / Service Responses

• Accountable for Client relationships ensuring they are developed and managed on a professional basis, operational service reviews are conducted on a regular basis, actions are docume