Client Service, Assistant Vice President

Who we are looking for

Our team is rapidly growing and we are seeking a Client Service Manager to join the team. We are looking for a person who has excellent relationship and communication skills, able to work independently in order to manage client relationships. The Client Service Manager will be responsible for monitoring the service quality levels and ensuring the core services are being provided with quality and on a timely manner.

Why this role is important to us

The team you will be joining is a part of Global Delivery. State Street 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, State Street 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 Client Service Manager, AVP you will

1.Industry Knowledge & Experience

1. Developing and stay current with State Street strengths that differentiate us from the competition
2. Maintaining a high level understanding of all State Street products and services from complex back office outsourcing to bundled custody & fund accounting services
3. Proven ability to self-develop competencies and keep abreast of industry initiatives

2. Client Service Management

To develop, agree and lead customer account for State Street Bank Luxembourg's customers, working closely with other departments within Investment Services and the rest of State Street.

1. Accountable product and service excellence, enabling the unified model that joins Client Service and Delivery around a common culture
2. Act as first line of defense in service delivery issues
3. Own the overall operating model framework and drive operating model improvements
4. Monitor service quality levels (governance call, SLAs, errors tracking, etc..)
5. Connect client with STT expertise on fund structures, regulatory, accounting and administration considerations, market operations and securities processing
6. Engage appropriate parties for resolution
7. Primary escalation point for clients’ GD service issues. Secondary escalation for Transfer Agent related issues
8. Manage new business onboarding and fund change events
9. Review, cleanse and report on client KPIs
10. Discuss KPI results and implications with client
11. Connect client with STT expertise on fund structures, regulatory, accounting and administration considerations, market operations and securities processing
12. Ensure incidents are logged in a timely manner and follow up on remedial actions
13. Ensure KYC/AML tasks are duly performed about the customers to cover and that all legal documentation i.e. fees schedules and agreements, is duly signed and stored in the bank

3. Act as Local Relationship Manager (where necessary)

1. Own and Orchestrate the Client Relationship
2. Commercial & Legals
3. Ensure regular reviews of service quality take place between the customer and the State Street customer service delivery team.

4. Financial Management

1. Actively follow-up the invoicing of our clients to ensure receivables are duly collected

5. Industry Leadership

1. Represent State Street in all industry/marketing events as and when necessary.
2. Attend industry forums and externals events (e.g. conferences) as and when appropriate

6. Sales Support

Work in tandem with the Sales team and when necessary.

1. Provide SME support for RFP projects and due diligence meetings

What we value

These skills will help you succeed in this role

• Fluent in English, any other language will be a plus
• Excellent relationship and communication skills
• Strong organizational skills
• Able to work independently
• Able to work under pressure and to respect deadlines
• Ability to build and manage the client relationship and communicate effectively to key State Street stakeholders

Education & Preferred Qualifications

• 5 or more years of financial services industry experience
• Good knowledge of State Street Operational environment
• Possesses a knowledge of State Street's products and services
• Experience with the RFP process