Job Description:

Who we are looking for

This position carries significant responsibility within the Client Middle Office team. The Officer will manage service delivery and change management for our global clients. Key responsibilities include ensuring successful service delivery, adherence to SLAs, managing changes, and handling escalations.

Why this role is important to us

This is a varied operational and managerial position within Middle Office Services. This Manager acts as a primary escalation point for all internal/external client(s). Deliver highly valued services and solutions to clients to ensure quality services are consistently delivered and clients are offered State Street’s full range of services as their needs and our services evolve.

What you will be responsible for

• Act as the primary point of contact for clients; build and maintain strong relationships. Handle escalations and resolve complex client issues promptly

• Develop change request project plans and associated communications documents. Track project milestones and deliverables.

• Ensure adherence to organizational standards for change management.

• Develop client service plans, including objectives and performance metrics

• Maintain accurate records and ensure compliance with SLA timelines, ability to plan, execute, and monitor change initiatives within timelines and budgets

• Identify, evaluate, and track progress of project risks, issues and dependencies, escalating them appropriately with suggested mitigation approach

• Communicate status updates and coordinate resources across teams

• Collaborate with Business and Global leads identifying resources required to support & deliver transition/ change management projects

• Collaborate with appropriate teams globally to ensure consistent service delivery client solutions and client satisfaction

• Identify, develop and deploy process improvements leading to service level improvements and/or unit cost & operational risk reduction

• Collaborate with internal teams (operations, product, risk) to deliver on client commitments

• Monitor KPIs and MIS dashboards to track performance and drive improvements

What we value

These skills will help you succeed in this role

• Strong knowledge of trade lifecycle management for Middle office Services.

• Excellent analytical, problem-solving, and stakeholder communication skills

• Client centric attitude in managing, prioritizing and delivering operations and services

• 8-10+ years of experience of leading Client service excellence and change management projects

• Strong influencing and negotiating skills when dealing with stakeholders (internal or external)

• Evaluate technical and business implications of changes; strong problem-solving ability

• Ability to inspire teams, resolve conflicts, and drive adoption of change.

• Ability to interpret client feedback and performance metrics for continuous improvement.

• Patience, adaptability, and social skills for managing diverse client expectations.

• Guide teams, manage escalations, and foster a client-centric culture

Education & Preferred Qualifications:

• Degree in finance, business, technology or equivalent or relevant industry experience

• Project Management expertise

About State Street:

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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