Alpha Services Delivery-Americas, SVP

State Street•Boston, MA

19h•$225,000 - $337,500

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 and Latin America. The role owns the regional service model and is accountable for consistent service execution, client satisfaction, operational resiliency, risk management, and strategic growth. It leads Client Leads and Functional Leaders, serves 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 role sets the regional service strategy, leads cross-functional collaboration and governance, and coordinates with global Alpha leadership and regional functional leaders. It ensures contractual and service-level commitments are met; drives service quality, productivity, operational performance, risk management, issue resolution, governance, controls, and resiliency; and addresses emerging client and operational needs. It also manages efficiency, capacity, workforce planning, transformation, standardization, and operating-model evolution while partnering with Product and Technology on future-state capabilities. The leader supports new business opportunities, client growth, relationship expansion, retention, and advocacy while maintaining operational discipline and control. Success includes delivering strong service outcomes, improving NPS and productivity, building organizational depth, and fostering a culture of accountability, client centricity, collaboration, 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 of 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, including 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.
Establish a high-performing, client-focused culture and develop and execute the regional service strategy.
Lead cross-functional collaboration and regional service governance, coordinating with global Alpha leadership and regional functional leaders.
Support strategic growth, transformation, and operating-model evolution.
Develop leadership talent and strengthen organizational depth across the region.
Ensure contractual commitments and service level agreements are achieved.
Drive accountability for client experience, service quality, productivity, and operational performance.
Serve as senior escalation point for significant client and operational matters; lead risk management, escalation protocols, and issue resolution.
Maintain strong governance, control, and operational resiliency disciplines and proactively address emerging service and operational challenges.
Manage operating efficiency, productivity, capacity, and workforce planning objectives.
Drive transformation, standardization, organizational simplification, and strategic initiatives supporting growth, onboarding, and operating-model evolution.
Partner with Technology and Product teams to develop and deliver future-state capabilities.
Ensure 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.
Enhance strategic client relationships, executive engagement, and sponsorship; improve retention, advocacy, and expansion opportunities.
Contribute to Alpha revenue growth objectives while maintaining operational discipline and control.

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, subject to stated exclusions.
Eligibility for certain tax-advantaged savings plans.
Inclusive development opportunities.
Flexible work-life support.
Paid volunteer days.
Employee networks.