Alts Client Services, VP

State Street•Boston, MA

About The Position

In partnership with key stakeholders across Relationship Management, Global Delivery, Product, Global Technology, and other critical counterparts, the Vice President of Alternative Client Service role will ensure State Street (“STT”) delivers Client Service excellence to our alternative assets clients, consistent with our global operating model. Client Service is the cornerstone of client success, serving as the holistic owner of service delivery governance, with a focus on driving the organization to improve client satisfaction, sentiment, and engagement proactively by focusing on overall client experience, risk, and governance, while encouraging clients to fully leverage the breadth of their relationship with State Street. Responsibilities include initiating and managing servicing interactions, identifying opportunities for client growth (e.g., cross-sell/upsell) and continuous improvement (e.g. peer comparisons, recommending best practices), and serving as an escalation point for high-impact service issues. This position is a Vice President within the client service team supporting the Alternatives segment. As part of a client service team you will work alongside the Relationship Management, Global Delivery, Product, and Global Technology functions across a number of Alternative focused clients, serviced across fund domiciles in North America, EMEA and APAC. As part of the remit, the client service team will cultivate an understanding of the client’s business and the services provided by State Street, with the objective of optimizing client satisfaction, ensuring that the client experiences an excellent client experience at State Street. Individual accountabilities include client & STT strategic alignment client communication, monitoring satisfaction levels and sharing feedback internally. The Client Service team will collaborate with internal stakeholders in commercial negotiations, and will ensure compliance with contract terms. Expected leadership behaviors include an ability to contribute to team excellence, excellent collaboration and communication skills, and willingness to engage with the client across its global locations. A keen client service focus is critically important.

Requirements

Build strong client relationships and establish trust via proactive communication and understanding of client’s needs and pain points
Effectively bring teams across the business together to ensure seamless service delivery and client success
Track client sentiment, oversee escalations and service plans to maintain high-quality service delivery
Analyze metrics and issues, anticipate needs and define resolution paths. Identify opportunities to enhance client experience and mitigate risk, and develop plans to execute
Understand suite of products/services across STT and connect them to what clients need
Identify critical, sentiment-impacting priorities and ensure they are quickly actioned
College degree, prefer major in finance/management
10+ years experience in financial services
Ability to travel to client meetings etc.
Private Markets / Hedge Operations experience

Responsibilities

Addressing and resolving day to day client issues across teams, escalating issues when necessary, and working with internal teams to find solutions.
Put in place client governance including KPI’s and co-ordinate accurate reporting
Track thematic trends across clients and teams - highlight to team leadership.
Collaborate with internal teams to respond to client needs in a timely manner and take immediate action to address issues as they arise, escalating when appropriate.
Collaborate with onboarding teams managing through volume spikes and step into drive onboarding when required
Liaising with internal teams to respond to clients due diligence and other ad-hoc requests.
Assists with client presentation preparation, client meetings & product collaboration.
Take ownership maintaining State Streets records, documentation and systems are current and maintained in accordance with policies.
Run internal projects as they arise.
Possess technical and industry knowledge.
Strengthen and deepen relationships with our clients.
Deliver constant monitoring of the client’s perception of the quality of our services (NPS score), partner with business leads to maintain strong focus on client service and requirements.
Run service review
Partner with relationship managers and delivery personnel to monitor and report on service issues, compile remediation plans.
Mange members of the client service team to achieve team and division goals

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