State Street

Incident & Complaint Manager, State Street Global Advisors, Officer, Hybrid

State Street
Boston, Massachusetts
Not disclosed
06 Jun 2023
06 Jul 2023
Approved employers
Approved employer
Contract type
Full time
Experience level

State Street Global Advisors (SSGA) Business Risk Management Executive (BRME) team is a business-aligned risk management team focused on mitigating operational risk through various programs including the Incident and Complaint Management Programs.

We’re looking for an individual with a passion for risk management, driving process improvements and an interest in the asset management industry. This role will provide an opportunity to develop a deep understanding of our processes, controls, systems and governance framework

The primary responsibility of this role is daily management of Incidents and Customer Complaints reported by the business-line into the Incident Capture and Management System (ICAMS). This role will be required to engage with a variety of teams within the first-line (e.g., Trading, Portfolio Management, Operations, etc.) and second-line of defense (i.e., Compliance and Enterprise Risk Management) to ensure (1) individual incidents meet ICAMS Policy standards and (2) emerging risks are appropriately identified, escalated and mitigated.

This role is based in Boston but will support teams globally. This role can be performed in a hybrid model, where you can balance work from home and office to match your needs and role requirements.

Why this role is important to us

The team you will be joining is a part of State Street Global Advisors, one of the largest asset managers in the world. We partner with many of the world’s largest, most sophisticated investors and financial intermediaries to help them reach their goals through a rigorous, research-driven investment process. With over four decades of experience and trillions of dollars in assets under management, we offer one of the broadest selections of services across asset classes, risk profiles, regions and styles. As pioneers in index, ETF, and ESG investing, we are always inventing new ways to invest.

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

What you will be responsible for

As an Incident and Complaint Manager you will

  • Review and "challenge" of new Incidents/Complaints to ensure impact is resolved, root cause is clear, appropriate preventative actions are in place and key data is accurately classified
  • Appropriately escalate Incidents and Customer Complaints in accordance with policies/procedures
  • Incident and Complaint workflow monitoring/management to ensure timely closure
  • Assist with ad-hoc and recurring oversight reporting to senior management and Committees

What we value

These skills will help you succeed in this role

  • Critical-thinking skills to find solutions to complicated problems
  • Negotiation skills to productively challenge and facilitate risk-based decisions/accountability
  • Networking skills to build strong partnerships within business-lines and corporate teams
  • Technical skills to become an Archer subject-matter expert
  • Presentation skills to concisely deliver message and drive sound decision making
  • Project Management skills to independently drive projects to completion
  • Fiduciary mind-set

Education & Preferred Qualifications

  • Bachelor degree required
  • Minimum 3-4 years of financial services experience with sound knowledge of the investment processes, financial instruments and accounting
  • Experience in the Operational Risk Incident process, Business Controls, Internal Audit, and/or Operational Risk or Compliance functions
  • Effective communication and collaboration skills and demonstrated ability to leverage those skills with senior management
  • Experience in GRC applications (e.g. OpenPages, Archer, etc.) and reporting platforms (e.g., Cognos, Tableau)
  • Excellent MS Office skills

Are you the right candidate? Yes!

We truly believe in the power that comes from the diverse backgrounds and experiences our employees bring with them. Although each vacancy details what we are looking for, we don’t necessarily need you to fulfil all of them when applying. If you like change and innovation, seek to see the bigger picture, make data driven decisions and are a good team player, you could be a great fit.

About State Street Global Advisors

What We Do. As the asset management arm of State Street Corporation, State Street Global Advisors has served the world’s governments, institutions and financial advisors for over four decades. With a rigorous, risk-aware approach built on research, analysis and market-tested experience, we build from a breadth of active and index strategies to create cost-effective solutions. As stewards, we help portfolio companies see that what is fair for people and sustainable for the planet can deliver long-term performance. And, as pioneers in index, ETF, and ESG investing, we are always inventing new ways to invest. As a result, we have become one of the world’s largest asset managers with trillions of dollars under our care.

Our Mission. At State Street Global Advisors our mission is to invest responsibly to enable economic prosperity and social progress. We are driven by a desire to help our clients, and those who rely on them, achieve a better future. We have a long history of developing innovative investment strategies to provide our clients with reliable and transparent returns, cost-effectively, and without excessive risk.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to Flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Company: State Street Global Advisors

Salary Range:

$65,000 - $102,500 Annual

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

For further information, and to apply, please visit our website via the “Apply” button below.

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