Client Service Operations, AVP

State Street•Quincy, MA

About The Position

The Client Service Operations Assistant Vice President leads client service teams supporting large, complex relationships across global domiciles and product types. The role manages assigned accounts and teams of client relationship employees, maintains and grows long-term client relationships, and works with internal teams and clients to promote effective operations and strong client satisfaction. It may also involve client retention and revenue expansion, fee management and negotiation, project oversight, new-client conversions, and risk and compliance activities.

Requirements

Bachelor of Science or Bachelor of Arts degree required.
Minimum of 7 years of related financial services industry experience preferred.
Experience in relationship management.
Strong verbal and written communication skills.
Some presentation experience.
Leadership skills.
Strong leadership and organizational skills.
Ability to work closely with team members across departments to achieve common goals.
Strong critical thinking, problem-solving, and decision-making skills.
Strong interpersonal skills.

Nice To Haves

Knowledge of computer systems, financial operations, and/or mutual fund and related industries.
MBA desirable.

Responsibilities

Manage the day-to-day servicing of assigned accounts and support successful long-term client relationships.
Manage one or more teams of client relationship employees.
Focus on strategic aspects of maintaining and growing long-term relationships.
Advocate for clients, ensure issues are resolved satisfactorily, and proactively identify client needs and internal issues that could affect satisfaction.
Work with internal teams and clients, facilitating communication between Client Service Operations and other business units.
Keep senior management informed of new developments, service issues, and business opportunities.
Support client retention and revenue expansion through existing services and cross-selling, and identify strategic value-added services that could create barriers to client exit.
Develop fee proposals for VP or SVP review and approval when requested; negotiate fees for individually managed relationships when applicable.
Ensure fee schedules are implemented correctly and receivables are collected in a timely manner.
Provide project management for client initiatives and liaise between business units to support successful implementation.
Manage internal and client expectations.
Manage conversion and start-up of new client relationships, with input or contact from a VP or SVP.
Prepare internal risk and compliance profiles, respond to client auditor inquiries, and periodically review client invoices for accuracy.
Perform other duties as assigned.

Benefits

401(k) retirement savings plan with company match.
Insurance coverage including basic life, medical, dental, vision, long-term disability, and optional additional coverages.
Paid time off, including vacation and sick leave, short-term disability, and leave for family care responsibilities.
Employee Assistance Program access.
Eligibility for annual performance-based incentive awards, with exclusions for 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.