Who we are looking for

We are looking for an experienced Client Service Manager who is committed and passionate about creating a highly regarded team that adds value to our clients, operations and organisation. The successful candidate will join our Client Services Team, reporting directly to the Head of Client Management within State Street Global Services, South East Asia, and will be leading a team to manage a number of key strategic clients. The Client Services Team is responsible for excellent service delivery and solutions to our asset owners, asset managers and official institutional clients covering a range of services including custody, fund accounting, middle office, collateral management, transfer agency and analytics.

What you will be responsible for

As Senior Client Service Manager, you will

Client Service (Internal/External) 20%

Adopt a pro-active role in establishing State Street as a key component for client success through:

• Establishing and maintaining client relationships including client communication, report and service delivery, process management and strategy development

• Understanding client needs/strategies and deliver innovative solutions

• Building trusting relationships with internal stakeholders and clients

• Promoting a collaborative cross-business and jurisdiction environment that ensures excellent client service

• Consulting with internal and external stakeholders to develop solutions

• Responsiveness and appropriate updates and communication with all stakeholders

• Updating clients with product development, regulatory changes and State Street initiatives

Pocess Management and Execution 20%

Strengthen governance and accountability to ensure effective management and execution of services whilst minimising risk.

• Ensure strong governance structure is in place with the appropriate establishment of engagement and reporting framework (i.e. regularity of meetings, issue logs and documentation)

• Ensure appropriate escalation of issues and risks with proposed resolutions/mitigation

• Co-ordinate across departments to implement and deliver on client commitments

• Ensure effective implementation of new products and/or operational change

• Contribute to management reporting, including key performance and risk indicators

• Adherence and compliance to State Street’s policies and controls; risk program; relevant laws and regulatory requirements

Financial Performance and Management 20%

Achieve financial commitments and optimise productivity through proactive risk management, monitoring expense control and innovative solutions to deliver value to our clients and the business.

• Effective prioritisation and time management across various initiatives and service delivery

• Ensure cost/benefit analysis are presented and well understood

• Look to increasing client revenue streams and on passing development costs where appropriate

• Increase efficiencies and reduce direct costs where possible

• Support sales and product initiatives

Leadership 20%

Strengthen our foundation and enhance our culture so that we can continue to exceed the expectations of our constituents.

• Guide, coach and mentor staff to achieve the team’s vision and strategy

• Look to continuously grow and retain talent in the team and organisation ensuring diversity and bench strength

• Positively engage with and influence the business and clients to ensure optimal outcome and solutions

• Foster an environment that supports effective teamwork across the organisation

• Build commitment in others for corporate and client objectives

Business, Product and Operational Solution and Consulting 10%

Define, review, recommend and document business processes and software requirements for technology initiatives, operating model designs, new products and services and any other client or organizational initiatives.

• Collect, review and analyse information to make sound recommendations in meeting client or organisational needs

• Identify and analyse opportunities to improve processes/and or reduce risk areas in order to assist in meeting client or organisational needs

• Consider broader organisational product offering, leverage of existing products and ensure cost effective and optimal solutions balancing tactical vs. strategic in responding to client issues

• Production of project documentation as required (initiation, scope, business and IT requirements, change request, project plans, test plans, closure, dashboards, risk and issues log, etc)

Personal Development 10%

Actively commit to developing yourself and others to drive the competitive advantage achieved through a diverse, engaged and mobile workforce.

• Keeping abreast of related developments in the industry and providing advice to management and relevant parties

• Maintaining knowledge of internal system and operational developments

• Maintaining knowledge of client’s product, operational and strategic developments

• Sharing new information with the team, broader business and management

What we value

These skills will help you succeed in this role

• Strong understanding of State Street’s products, services, technology/system and operational environment

• Change management experience

• Experience working closely with a product team in building out new products and services

Education & Preferred Qualifications

• Strong leadership and management experience in running a client service team

• Deep understanding of financial products and funds management industry

• Experience in helping clients solve business and operational problems

• Excellent client service and management experience

• Excellent presentation skills

• Strong business level communication skills both written and verbal, including report writing skills

• Strong time management and prioritisation skills

• Confident in making decisions autonomously and taking initiative

• Strong project management skills and experience

• Proven track record for delivering results as part of a dynamic team structure

• Ability to work well under pressure

• Accuracy and attention to detail

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 by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs 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 perspectives 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 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 programs 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.

Discover more at State Street.com/careers

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.

Discover more information on jobs at State Street.com/careers

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