North America Client Services & Client Portal, AVP - State Street Investment Management
About The Position
We are seeking a client-focused, proactive, and highly collaborative individual to support North American clients and Client Portal activities. Working closely with Sales and internal stakeholders, the role helps deliver a seamless client experience through effective coordination, problem-solving, and service support. The Client Services & Client Portal, AVP will play an important role in delivering a scalable, client-centric service model for North American clients, combining day-to-day client servicing with support for the Client Portal and broader digital client experience. This individual will serve as a player-coach for the North America-based Client Services team.
Requirements
- Bachelor's degree in Finance, Economics, Business Administration, or related field.
- 5+ years of experience within asset management, investment servicing, wealth management, financial services, or a related client-facing environment.
- Experience supporting institutional investors, consultants, intermediaries, or retirement clients.
- Excellent verbal and written communication skills.
- Strong organizational and project coordination capabilities.
- Demonstrated problem-solving and stakeholder management skills.
- Proficiency in Microsoft Office applications, including Excel and PowerPoint.
Nice To Haves
- Experience supporting client-facing technology platforms, digital channels, or portal solutions is highly desirable.
Responsibilities
- Partner with Sales and internal stakeholders to deliver a seamless client experience and meet client needs.
- Identify, escalate, and help resolve service issues and potential risks in a timely manner.
- Manage client support activities, including, but not limited to: Developing service standards, Owning processes, Leading interactions with Sales, Handling escalated client issues, Conducting quality oversight, Managing contact updates across systems, Mentoring/training members of the team, Responding to Client Reporting queries and amendments.
- Liaise with Investment Operations (e.g., Shareholder services of authorized signatories list updates).
- Manage TPRM process and 3rd party / vendor management.
- Handle ad-hoc pooled fund communications: Responding to non-portal, operational, client inquiries.
- Coordinate with Technology and Operations teams to resolve client issues.
- Leverage client feedback and usage insights to improve portal adoption, functionality, and overall client experience.
- Oversee user documentation and training resources.
- Manage initiatives to enhance client experience, service quality, operational efficiency.
- Monitor service trends, issues, client feedback, and help identify opportunities for improvement.
- Collaborate with global Client Services teams to share best practices and promote consistent service delivery.
- Provide day-to-day guidance and support to other members of the North America-based Client Services team.
Benefits
- retirement savings plan (401K) with company match
- insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
- paid-time off including vacation, sick leave, short term disability, and family care responsibilities
- access to our Employee Assistance Program
- incentive compensation including eligibility for annual performance-based awards
- eligibility for certain tax advantaged savings plans
- inclusive development opportunities
- flexible work-life support
- paid volunteer days
- vibrant employee networks
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
