Global ETF Operations & Client Service, SVP

State Street•Quincy, MA

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 delivers service to ETF issuers, Authorized Participants, asset managers, and distributors while advancing operational scalability, risk reduction, and innovation. It oversees ETF servicing, client onboarding, basket operations, settlements, order management, fund launches, and strategic technology initiatives, partnering with Product, Technology, Fund Accounting, Custody, Transfer Agency, Alpha, and Client Relationship teams. The executive defines and executes the global ETF operating model, leads client service and onboarding strategies, sponsors technology modernization, and maintains accountability for daily servicing and operational controls. The role also leads a global organization and develops talent and capabilities to support growth across North America, EMEA, APAC, and India. Success is measured by client satisfaction and retention, successful onboarding and fund launches, operating-model scalability, risk reduction and control effectiveness, technology and automation outcomes, productivity and cost efficiency, employee engagement and development, and the growth and competitiveness of the ETF servicing franchise.

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 development 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 on 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 escalations.
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.
Ensure client requirements are integrated across servicing, accounting, custody, transfer agency, and technology platforms.
Sponsor 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 involving ETFGP, Fund Connect, Alpha, onboarding platforms, settlement automation, basket production, and data management.
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, ensuring compliance with regulatory requirements, market infrastructure expectations, and internal risk standards.
Drive root-cause remediation and sustainable process improvements.
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

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-role exceptions.
Eligibility for certain tax-advantaged savings plans.
Inclusive development opportunities.
Flexible work-life support.
Paid volunteer days.
Employee networks.