Global ETF Operations & Client Service, SVP
About The Position
State Street is seeking a Senior Vice President to lead the strategic direction, operational excellence, client servicing model, and technology transformation of its global ETF servicing platform. The role is responsible for delivering high-quality service to ETF issuers, Authorized Participants (APs), asset managers, and distributors while driving scalability, risk reduction, and innovation across the ETF operating model. The position oversees ETF servicing, client onboarding, basket operations, settlements, order management, fund launches, and strategic technology initiatives. It partners with Product, Technology, Fund Accounting, Custody, Transfer Agency, Alpha, and Client Relationship teams to support growth in the ETF business. The role leads a global organization across North America, EMEA, APAC, and India, and is accountable for client satisfaction, successful onboarding and launches, operational controls, technology delivery, productivity, talent development, and the competitiveness of the ETF servicing business.
Requirements
- 15+ years of experience in ETF operations, custody, fund administration, transfer agency, capital markets, or asset servicing.
- Demonstrated experience leading large-scale ETF servicing and operational teams.
- Deep knowledge of ETF lifecycle processes, including basket creation and redemption, AP servicing, settlements, fund launches, and custody operations.
- Proven experience leading complex technology transformation and operating model redesign initiatives.
- Strong executive presence and experience managing senior client and industry relationships.
- Experience managing global organizations across multiple regions and time zones.
Nice To Haves
- Knowledge of ETFGP, Fund Connect, NSCC, DTCC, Fund Accounting, Transfer Agency, Custody, and Alpha platforms.
- Experience supporting large ETF issuers and complex ETF structures.
- Background in operational risk management, regulatory oversight, and strategic business transformation.
Responsibilities
- Define and execute the vision for the global ETF servicing and operating model.
- Lead the evolution of a scalable, globally integrated ETF servicing organization across North America, EMEA, APAC, and India.
- Drive continuous improvement, automation, and simplification to support growth in ETF assets, clients, fund launches, and transaction volumes.
- Partner with executive leadership to develop long-term strategic plans and investment priorities.
- Serve as the senior operational executive for ETF issuer relationships and lead client service strategy and governance for key clients.
- Oversee client service reviews, KPI reporting, issue management, and escalation processes.
- Partner with Relationship Management and Product teams to identify growth opportunities and improve client experience.
- Lead ETF onboarding, including new client implementations, fund launches, conversions, and product expansions.
- Establish scalable onboarding frameworks, governance standards, and implementation methodologies.
- Coordinate cross-functional teams through design, testing, launch, and production readiness activities.
- Ensure client requirements are integrated across servicing, accounting, custody, transfer agency, and technology platforms.
- Serve as business sponsor for ETF technology strategy and modernization initiatives.
- Drive automation, workflow tools, exception-based processing, operational controls, and straight-through processing solutions.
- Partner with Technology, Product, and Operations leadership to define future-state architecture and strategic roadmaps.
- Champion initiatives supporting ETFGP, Fund Connect, Alpha, onboarding platforms, settlement automation, basket production, and data management capabilities.
- Promote scalable, digitized, exception-driven operating models that reduce risk and improve client outcomes.
- Maintain accountability for daily ETF servicing operations, including basket production, order management, AP support, settlements, cash and security reconciliations, exception management, and new fund launches.
- Establish strong control frameworks and operational governance, and ensure compliance with regulatory requirements, market infrastructure expectations, and internal risk standards.
- Drive root-cause remediation and sustainable process improvements across the platform.
- Lead and develop a global team of ETF operations, onboarding, client service, and servicing professionals.
- Build a high-performing culture centered on accountability, innovation, client focus, and continuous improvement.
- Develop leadership succession plans and organizational capabilities to support future growth.
- Foster collaboration across global locations and business units.
Benefits
- 401(k) retirement savings plan with company match.
- Basic life, medical, dental, vision, long-term disability, and optional insurance coverage.
- Paid time off, including vacation, sick leave, short-term disability, and leave for family care responsibilities.
- Access to an Employee Assistance Program.
- Eligibility for annual performance-based incentive awards, except 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
