Managing Director, Client Service (Canadian Asset Managers)

State Street•Toronto, ON

13d

About The Position

The Managing Director, Client Service – Canadian Asset Managers is responsible for leading the delivery of high-quality, consistent client service across State Street’s Canadian asset manager client segment. This role provides horizontal leadership across client service teams, ensuring service delivery excellence, operational performance, and client satisfaction across multiple clients. The position focuses on segment-wide service outcomes, operating model effectiveness, and team leadership. The Managing Director partners closely with Client Executives, Global Relationship Managers, and Global Delivery to ensure a cohesive “One State Street” client experience, aligned with client expectations and enterprise standards. In addition, this role is accountable for building and leading a high-performing client service organization, fostering a client-first culture, and driving continuous improvement and transformation in service delivery.

Requirements

15+ years of experience in financial services, asset servicing, or asset management, with a focus on client service, operations, or client coverage
Proven experience leading client service or operational teams in complex, multi-product environments
Strong understanding of Canadian asset manager clients and regulatory landscape
Experience managing multi-client service portfolios or segment-level responsibilities
Demonstrated success in leading large, multi-level teams, including senior leaders
Strong track record in talent development, coaching, and succession planning
Ability to foster a high-performance, collaborative, and accountable culture
Experience managing global or cross-functional teams
Deep knowledge of client service models, governance frameworks, and delivery structures
Strong ability to influence senior stakeholders across matrixed organizations
Experience supporting executive-level client interactions and escalations
Ability to translate client needs into operational solutions
Strong understanding of end-to-end asset servicing (custody, fund accounting, TA, middle office)
Proven ability to drive operational transformation, efficiency, and standardization
Experience supporting global operating model implementation and alignment initiatives
Ability to balance strategic priorities with execution discipline
Strong knowledge of risk management, regulatory requirements, and control frameworks
Experience leading governance structures and escalation frameworks
Ability to identify and address systemic operational risks
Strong executive presence and influencing skills
Highly collaborative, with a commitment to client-first principles
Analytical and solution-oriented mindset
Results-driven, with a focus on measurable outcomes and continuous improvement

Responsibilities

Accountable for end-to-end client service performance across all Canadian asset manager clients
Ensure services are delivered in line with contractual obligations, SLAs, and enterprise standards
Drive standardization and scalability across service models to improve consistency and reduce operational risk
Monitor and report on service performance metrics, KPIs, and client satisfaction indicators
Act as a senior escalation point for systemic service issues, ensuring resolution and root cause remediation
Lead a team of Client Service professionals, including Vice Presidents, Assistant Vice Presidents, and Client Service Managers
Build a high-performance, client-focused culture centered on accountability and continuous improvement
Drive talent development, succession planning, and leadership capability within the function
Ensure clear organizational structure and coverage alignment for the Canadian asset manager segment
Partner with Client Executives and Global Relationship Managers who retain client relationship ownership
Support delivery of a consistent and integrated “One State Street” client experience
Provide service and operational input into client strategies and account plans
Engage in client governance forums and escalations, as required
Establish and oversee service governance frameworks across the Canadian asset manager segment
Ensure compliance with risk, regulatory, and control requirements
Monitor operational risk trends and implement mitigation strategies
Represent Client Service in governance and oversight forums
Act as key interface between Client Service and Global Delivery (GD)
Ensure alignment between client expectations and operational execution
Drive accountability for end-to-end service outcomes across functional teams
Support global operating model alignment across products and jurisdictions
Lead service transformation initiatives to enhance client experience and operational efficiency
Drive adoption of standardization, automation, and best practices
Partner with Technology and Operations to modernize client servicing capabilities
Shift teams toward proactive service management and continuous improvement culture
Accountable for segment-level client satisfaction metrics (e.g., NPS, surveys)
Identify and address systemic client service issues and pain points
Ensure consistent execution of client communication and service standards
Support client retention efforts through strong service performance
Support resource planning and capacity alignment across the client service organization
Provide input into commercial discussions and service-related cost considerations
Ensure service delivery model supports scalable and profitable growth
Partner on new business onboarding readiness and execution