Operations Client Service, Assistant Vice President

State Street
Hong Kong, China
Not disclosed
21 Dec 2021
21 Jan 2022
Approved employers
Approved employer
Contract type
Full time
Experience level

Who we are looking for:

  • To act as the regional owner for the Client Service, support and relationship management in the context of the key Middle Office services delivered in region as part of the service delivery and client management team for a key Global Client.
  • To act as the primary contact for the Client from a middle office relationship and escalation perspective, including liaison with all locations involved in that delivery for the region
  • To support client inquiries and escalated issues through to resolution, including proactive and effective involvement of operational or technology leads as may be required.
  • To propose and support relevant initiatives and key local client projects through to implementation and completion 
  • To demonstrate command and control in relation to the client support, management reporting, issue tracking and service delivery in line with local governance and risk excellence.
  • To play a lead role as part of the global “Ring Fence” Management team who oversee and own all delivery for the Client.

Why this role is important to us:

The team you will be joining is a part of State Street Global Services (SSGS). SSGS gives asset owners and managers access to the essential financial tools they need to deliver effective investment solutions. From core custody, accounting, fund administration and shareholder recordkeeping, to complete operations solutions and servicing for alternative assets like OTC derivatives, private equity and real estate, SSGS’ tools help our clients make better investment choices and act on growth opportunities.

Join us if making your mark in the financial services industry from day one is a challenge you are up for.

What you will be responsible for:

As Operations Client Services, AVP you will

  • Ownership and oversight of local Inquiry Management and Issue Management for the client. Take responsibility to identify, understand and resolve key inquiries or issues raised by the client. Engage promptly and effectively with operational / functional teams to find, communicate and execute on agreed plans to resolve.
  • Maintain rapid and effective responsiveness levels for the client within the Client Services team.  Monitor, and challenge as applicable, cases of slow or ineffective response from other teams with client contact.
  • Local/ regional support for client access via My.statestreet.com to key business data, reports and other materials provided for the client.  Support and own access request procedure for client users, in line with corporate standards and process controls applicable to access of client data.  Manage queries directly with the client and act as their lead contact.
  • Take personal ownership for regional monthly Service Review meetings with the client.  Engage with functional teams and global relationship management colleagues to prepare consistent and aligned materials to the agreed standard and form.  Lead discussions and take responsibility for follow up actions as required.
  • Engage with the Continuous Process Improvement initiative for the client, focusing on both tactical and strategic issues such as product optimization, operational effectiveness and operating model design for your client.
  • Manage internal business relationships with key functional owners and operational leads within the client team.   Develop and leverage relationships with more senior individuals across State Street and client organizations.  Set expectations and monitor service levels.
  • Engage, in collaboration with the Change and/ or Transitions team, in support of key Change Management Requests from the client.  Work with regional and global teams as applicable to understand the requirement, support solution design and manage client expectations regarding feasibility and delivery.
  • Line management responsibility for 1-2 Client Service analysts in the local team
  • Support where appropriate the Relationship Management Group, Business architecture and
  • Ensure all activities are compliant with corporate standards
  • Maintain clear and effective communications with immediate colleagues & Senior Mgmt
  • Adhere to internal procedures and best practices at all times
  • Regularly monitor and check global service delivery / governance / relationship against to our contractual commitments

What we value:

These skills will help you succeed in this role

  • Ability to take initiative, own activities and lead through to end delivery.
  • Strong analytical techniques and problem-solving skills in multi-location / complex organisation to allow investigation into the root cause of issues and lead through to resolution.
  • Excellent communication skills to build partnerships across the business and with the Client at senior levels through personal credibility and expertise.
  • Excellent interpersonal, influencing, and listening skills necessary to develop relationships and obtain internal results outside direct reporting groups
  • Must be self motivated, adaptable and demonstrate initiative and ownership.
  • Flexibility in working outside of your responsibilities and areas of expertise.

Education & Preferred Qualifications:

  • Bachelors Degree in finance, business, technology or equivalent
  • Strong experience of client communication, interaction and influence at a management level (including interaction up to at least Business Unit Head level)
  • Broad understanding of the asset management industry and associated activities e.g. Custody, Treasury, Transfer Agency etc, based on direct exposure to asset management activity or support
  • Practical experience of delivering operational services in middle / back office (e.g. transaction management, corporate actions, pricing)  highly advantageous
  • Understanding / appreciation of standards, methodologies, processes, systems and technology necessary to support investment management operations.
  • Experience working on a global / large-scale relationship or extended program highly advantageous
  • Experience as a line manager in charge of a small team

Additional requirements

  • Client business is conducted in English, but Cantonese (or Mandarin) highly desirable in addition.
  • Requirement for business travel domestically (and potentially abroad), possibly at short notice.
  • Flexible working hours may be required.
For further information, and to apply, please visit our website via the “Apply” button below.

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