Operations Client Service, AVP

Role Overview

• Manage client relationships and sentiment via extensive daily interaction with client counterparts in maintaining service levels and addressing a wide range of business issues
• Manage the change management administration and communication with clients
• Manage linkages between change management, for both BAU and program work, as part of broader end-to-end onboarding / implementation efforts
• Manage impact of change on the client support model by providing ongoing direction in the development, implementation and integration of new client change requests
• Champion inquiries from / issues raised by various State Street organizations and follow through to ensure that client facing problems and issues are addressed
• Influence others in preparing various statuses, activity and performance reports for senior management.
• Collaborate with STT’s middle and back office operations and provide input on plans to enhance operations
• Demonstrate proficiency with My.StateStreet, IMT, and MCH/EHZN
• Persuade or influence internal groups, as necessary to achieve desired results
• Anticipate critical risks and exposures and facilitate mitigation
• Ultimately responsible for the success of implementation problem resolution
• Persuade and influence colleagues at all levels
• Tactically use a broad array of communication vehicles to lead, direct, and facilitate client change requests
• Oversee and recommend best practices, and educate others on their implications
• Recognized authority across the organization and externally
• Operate with minimal supervision in a complex environment
• Company-wide impact/ influence
• Influence strategic direction/vision across business units or groups

Requirements

• 6-8 years of financial services experience, in operational, technology, product management, or project capacity
• Strong collaboration and influencing skills
• Strong written and communication skills and ability to present to clients and senior STT management
• Strong sense of ownership and leadership

Benefits

• retirement savings plan (401K) with company match
• insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
• paid-time off including vacation, sick leave, short term disability, and family care responsibilities
• access to Employee Assistance Program
• incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
• eligibility for certain tax advantaged savings plans