SSGA COO – Global Head of Client Experience Technology and Business Services, SVP

The State Street Global Advisors (SSGA) Chief Operating Officer (COO) is seeking to hire a Global Head of Client Experience Technology and Business Services (GHCETBS). This role will report directly to the SSGA COO and will play a critical role in defining and leading the strategy, delivery and management of all technology and business services provided to the Global Client Coverage Group (CCG) organization of Client Relationship Managers, Sales, and Marketing professionals. The GHCETBS will be a strategic partner and advisor to the COO for all the technology capabilities and business services supporting the Global Advisors CCG Organization. The GHCETBS will function as the central point of coordination for all CCG related services and outsourced third party services both with the State Street affiliates and other third-party vendors used within the SSGA ecosystem globally, providing strategic management support and engaging all client service, sales and marketing functions for daily execution and delivery. In addition, the GHCETBS will be the conduit of key technology and COO business services information flow to the SSGA businesses and functions (e.g., client relationship managers, sales and marketing teams, etc.) as well as to partnering with corporate and bank functions across Global Delivery (GD), and Global Technology Services (GTS) to enable an optimal operating model for the clients of SSGA. .   

This GHCETBS role will include strategic, operational, project and relationship management responsibilities collaborating in a product, platform, and services operating model with their peers on the COO’s senior leadership team and colleagues and peers within Global Advisors (GA) and the wider State Street organization. The role will manage a multi-functional global delivery organization enabling the platforms and business services leveraged by the global client coverage group. The role will provide an opportunity to work across Global Advisors, State Street Bank and Holding Company, the broader investment management industry with key strategic business partners. The key objectives are to define the future state technology platforms and business services supporting the Global Advisors business, standardize and rationalise the client experience digitally enabling a tailored and personalized service. Define the future state operating model transforming how the business operates today increasing our operating leverage and competitive advantage in the marketplace. The leader will be accountable for driving results, supporting strategic initiatives, improving processes, fostering collaboration and alignment, to achieve more efficient operational performance and an industry leading client experience.

As a key stakeholder in enabling the COO organization’s ability to execute on their priorities, the successful candidate will be highly resourceful, self-motivated and possess strong written and verbal communication, global multi-functional organizational management and technology and data analytical skills. The individual will also possess a high level of personal and professional integrity and sound judgment with the ability to work effectively with senior business leaders across Global Advisors and State Street.

Responsibilities

Management of the Client Experience Technology and Business Services organization

• Partners with COO leadership team to set strategic and operational objectives, aligning to GA strategic priorities, to ensure the COO organization is exceeding in technology and business service delivery to the Global Client Coverage Group.
• Builds strong relationships across the COO, CCG, GA and State Street Executive Leadership team and their leadership teams to drive an array of global cross functional initiatives.
• Partner with COO senior leadership team to actively identify and implement process changes and organizational optimization as part of the transformation strategy to enhance the client experience.
• Accountability for developing a strong risk and control culture across all regions embedding the control frameworks within the technology platforms and business processes/services.
• Drives organizational, team and individual development enhancing productivity, team collaboration against defined measurable outcomes.
• Responsible for working with the GA Client Coverage Group for developing 3-year roadmaps per functional area and prioritizing the technology and business services delivery against the business outcomes.
• Manages and delivers the transformation program in collaboration with the GA CCG, GD and GTS State Street Organizations defining the future state operating model for GA’s Digital Client Experience and service.
• Leverages the latest technology including artificial intelligence to transform the way the business services are provided; data and insights are consumed reducin