Alpha Services Delivery-Americas, SVP

State Street•Boston, MA

About The Position

The Alpha Client Operations and Service Delivery - Americas leader provides executive leadership for delivery, governance, operational performance, and client experience for Alpha clients across North America and Latin America. This role owns the regional service model and is accountable for consistent execution of Alpha services, client satisfaction, operational resiliency, risk management, and strategic growth. The position leads Regional Client Leads and Functional Leaders, acts as the primary executive escalation point for regional service and operational matters, and partners with Alpha Product, Technology, Data Operations, Relationship Management, and other functional teams to deliver a consistent, scalable, high-performing client experience. The leader establishes and executes the regional service strategy; develops a high-performing, client-focused culture; coordinates with global Alpha leadership and regional functional leaders; and supports strategic growth, transformation, and operating model evolution. The position oversees service delivery and operational excellence, governance, risk, operational performance, operating efficiency, productivity, capacity, workforce planning, transformation, standardization, and expense management. It also partners with growth teams to pursue new business, expand strategic client relationships, improve retention and advocacy, and contribute to Alpha revenue growth while maintaining operational discipline and control. A successful leader will serve as a trusted executive partner to strategic clients, deliver strong service outcomes, drive regional consistency and continuous improvement, support growth while maintaining control, align cross-functional teams, anticipate emerging client needs, navigate complexity, develop future leaders, and build a culture of accountability, client centricity, and execution excellence.

Requirements

15+ years of leadership experience in investment operations, client service, asset servicing, middle office, fund services, or related client-facing operational leadership roles.
Proven experience leading large client operations and service delivery organizations supporting institutional investment clients.
Strong understanding of institutional investment operations, front-to-back investment operating models, and service capabilities.
Track record managing complex strategic client relationships and executive governance forums.
Experience leading service transformation, client onboarding, conversions, operating model change, and business growth initiatives.
Demonstrated ability to lead large, complex matrix organizations across operating centers and geographic locations.
Strong commercial acumen and ability to partner effectively with sales, relationship management, product, technology, and functional organizations.
Strong financial management, workforce planning, and operational management experience.
Strong risk management and control orientation.
Experience engaging with regulators, auditors, and risk functions.
Exceptional communication, executive presence, and presentation skills.

Responsibilities

Lead Alpha Client Operations and Service Delivery across the Americas, including regional Client Leads and supporting service organizations.
Establish a high-performing, client-focused culture and develop and execute a regional service strategy.
Lead cross-functional collaboration and regional service governance, coordinating with global Alpha leadership and regional functional leaders.
Support strategic growth, transformation, operating model evolution, and the development of leadership talent and organizational depth.
Ensure contractual commitments and service level agreements are achieved.
Drive accountability for client experience, service quality, productivity, and operational performance.
Serve as the senior escalation point for significant client and operational matters; lead escalation protocols and issue resolution.
Maintain governance, control, risk management, and operational resiliency disciplines, and proactively address emerging challenges.
Manage operating efficiency, productivity, capacity, workforce planning, and expense management objectives.
Drive transformation, standardization, organizational simplification, strategic initiatives, and improvements to service quality, consistency, and scalability.
Partner with Technology and Product teams to develop and deliver future-state capabilities.
Maintain global consistency in service standards and governance while addressing appropriate regional requirements.
Partner with Alpha growth teams on new business opportunities and support strategic client growth and relationship expansion.
Strengthen strategic client relationships, executive engagement, sponsorship, retention, advocacy, and expansion opportunities.
Contribute to Alpha revenue growth objectives while maintaining operational discipline and control.
Drive continuous improvement in NPS, service quality, productivity, and operational resiliency.
Develop future leaders and strengthen organizational depth.

Benefits

Retirement savings plan (401K) with company match.
Insurance coverage, including basic life, medical, dental, vision, long-term disability, and optional additional coverages.
Paid time off, including vacation, sick leave, short-term disability, and family-care responsibilities.
Access to an Employee Assistance Program.
Incentive compensation, including eligibility for annual performance-based awards, with certain sales roles subject to sales incentive plans.
Eligibility for certain tax-advantaged savings plans.
Inclusive development opportunities.
Flexible work-life support.
Paid volunteer days.
Employee networks.