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Job Description
Who we are looking for
This position carries significant responsibility within the Client Middle Office team. The Officer will manage service delivery and change management for our global clients. Key responsibilities include ensuring successful service delivery, adherence to SLAs, managing changes, and handling escalations.
Why this role is important to us
This is a varied operational and managerial position within Middle Office Services. ThisManageracts as a primary escalation point for all internal/externalclient(s).Deliver highly valued services and solutions to clients to ensure quality services are consistentlydeliveredand clients are offered State Street's full range of services as their needs and our services evolve.
What you willbe responsible for
Act as the primary point of contact for clients build andmaintainstrong relationships. Handle escalations and resolve complex client issues promptly
Develop change request project plans and associated communications documents. Track project milestones and deliverables.
Ensure adherence to organizational standards for change management.
Develop client service plans, includingobjectivesand performance metrics
Maintainaccuraterecords and ensure compliance with SLA timelines, ability to plan, execute, andmonitorchange initiatives within timelines and budgets
Identify, evaluate, and track progress of project risks,issuesand dependencies, escalating them appropriately with suggested mitigation approach
Communicate status updates and coordinate resources across teams
Collaborate with Business and Global leads identifying resourcesrequiredto support & deliver transition/ change management projects
Collaborate withappropriate teamsglobally to ensure consistent service delivery client solutions and client satisfaction
Identify,developand deploy process improvements leading to service level improvements and/or unit cost & operational risk reduction
Collaborate with internal teams (operations, product, risk) to deliver on client commitments
Monitor KPIs and MIS dashboards to track performance and drive improvements
What we value
These skills will help you succeed in this role
Strong knowledge of trade lifecycle management for Middle office Services.
Excellent analytical, problem-solving, and stakeholder communication skills
Client centric attitude in managing,prioritizingand delivering operations and services
8-10+ years of experience of leadingClient service excellence and change managementprojects
Strong influencing and negotiating skills when dealing with stakeholders (internal or external)
Evaluate technical and business implications of changes strong problem-solving ability
Ability to inspire teams, resolve conflicts, and drive adoption of change.
Ability to interpret client feedback and performance metrics for continuous improvement.
Patience, adaptability, and social skills for managing diverse client expectations.
Guide teams, manage escalations, and foster a client-centric culture
Education & Preferred Qualifications
Degree in finance, business, technology or equivalent or relevant industry experience
Project Managementexpertise
About State Street
What we do.State Street is one of the largest custodian banks, assetmanagersand asset intelligence companies in the world. From technology to product innovation,we'remaking our mark on the financial services industry. For more than two centuries,we'vebeen helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research &tradingand investment management to institutional clients.
Work, Live and Grow.We make all efforts to createa great workenvironment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among otherperks.You'llhave access toflexibleWork Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion,Diversityand Social Responsibility.Wetruly believeour employees diverse backgrounds, experiences and perspective 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 welcomethe candidatesof diverse origin, background, ability, age, sexual orientation, genderidentityand 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 giftprogramand access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you'll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.
As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
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At State Street, we partner with institutional investors all over the world to provide comprehensive financial services, including investment management, investment research and trading, and investment servicing.
Whether you are an asset manager, asset owner, alternative asset manager, insurance company, pension fund or official institution, you can rely on us to be focused on your challenges. We are committed to doing what it takes to help you perform better — now and in the future.
Job ID: 145123981
