Global Head of Shareholder Services, MD - State Street Investment Management

State Street•Boston, MA

4d•$170,000 - $252,500

About The Position

State Street Investment Management is seeking a Global Head of Shareholder Services within the COO Client Experience (CX) Technology and Business Services organization. The role has global responsibility for Shareholder Services, balancing day-to-day operational execution with strategic direction and transformation of the global operating model. The leader will evolve the function across people, processes, technology, and operating model, working with CX, Client Coverage Group (CCG), Investments, and COO leadership to provide a consistent, scalable, high-quality client experience. The position leads the global organization and its business-as-usual operations, including incident escalation, investigation, remediation, and operational oversight. It will establish a future-state vision and executable transformation roadmap; design and implement a consistent, scalable, efficient, and accountable global operating model; and partner with CX Development on requirements and priorities for COMPASS, the new Shareholder Services technology platform. The leader will also advance AI, automation, and technology-enabled processes, build a high-performing global team, and contribute to broader CX and COO strategic initiatives and operating-model transformation. The role requires 15+ years of financial services experience, including significant leadership experience in relevant operational functions, and 10+ years in senior leadership roles. An undergraduate degree is required; an advanced degree is preferred. The stated annual salary range is $170,000–$252,500 for the primary location. State Street describes a comprehensive benefits program that includes retirement savings with company match, insurance coverage, paid time off, incentive compensation eligibility, and access to employee support and tax-advantaged savings programs.

Requirements

15+ years of experience in financial services, with significant leadership experience in asset management, shareholder services, transfer agency, client operations, or related functions.
10+ years in senior leadership roles with responsibility for complex operational organizations and/or global teams.
Demonstrated experience designing and implementing global operating models and leading large-scale operational transformation.
Experience managing business-as-usual operations, operational incidents, investigations, remediation, risk, and controls.
Experience partnering with technology teams to define business requirements and deliver major operational or client-service platforms.
Strong understanding of emerging AI and automation capabilities and their application to operational processes and client servicing.
Proven ability to lead across functions and influence senior stakeholders across business, investments, technology, operations, and client-facing organizations.
Demonstrated experience building, developing, and leading high-performing global teams.
Undergraduate degree required.
Strong understanding of asset management operations, shareholder services, client servicing, operational risk, and controls.
Strong operational, transformative, and strategic leadership, including the ability to balance operational excellence with significant organizational and technology change.
Strong executive communication, stakeholder management, and influencing skills in a complex global organization.
Collaborative, outcome-oriented leadership style.

Nice To Haves

Advanced degree (MBA, MSc, or equivalent).

Responsibilities

Lead the global Shareholder Services organization and oversee business-as-usual operations, incident escalation, investigation, remediation, and operational oversight.
Set the strategic direction and future-state vision for Shareholder Services, translating it into a global operating model and executable transformation roadmap.
Design and implement a global operating model that promotes consistency, scalability, efficiency, and accountability across regions.
Partner with CX Development leadership to define business requirements and priorities for COMPASS, the new Shareholder Services technology platform.
Drive continuous improvement and adoption of AI, automation, and technology-enabled processes to improve service quality, operational efficiency, scalability, and controls.
Build and lead a high-performing global team through talent development, strategic hiring, clear accountability, and performance expectations.
Build relationships with senior stakeholders across CX, COO, CCG, and Investments to support high-quality service and client experience.
Partner with CX and COO leadership on strategic initiatives, business blueprints, and operating-model transformation, integrating Shareholder Services into the broader Client Experience strategy.

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.
Eligibility for annual performance-based incentive 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.