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Reporting to the Head of IMS APAC, the IMS APAC Regional Client Service Manager role has end to end responsibility for all Client Service teams within APAC. This is a varied position with a high level of responsibility. This role will be located in our Sydney or Singapore office with management of teams based in Sydney, Malaysia, Hong Kong, Singapore, and Korea. Within this role there will be exposure to a large number of divisions within State Street – Investment Manager Services, Fund Accounting, Custody, Directed lending Operations, and Custody Client Service.
Roles And Responsibilities:
Act as the primary escalation point for all local IMS Client Service managers and internal Operational teams.
Secondary escalation point for all external APAC clients.
Implement training, retainment strategies, development plans, and ensure engagement across the CS teams in region.
Responsible for the management and alignment of all APAC Client Service teams.
Collaborate with Client Owners to determine and implement strategy across the APAC client base.
Act as the internal champion for our clients ensuring that the client's voice is heard.
Work with Operational leads to ensure service delivery efficiency and accuracy and prevent repetitive issues.
Work with IT department to ensure efficiency and timeliness in our IT processes and prompt resolution of issues.
Overall ownership of the client incident reporting process.
Act as key interface between other business leads within region and Work with global counterparts to leverage expertise and ensure alignment with global standards across all work streams where possible.
Assess and implement strategic Client Service projects in APAC.
Involvement in global committees and projects for IMS Client Service.
Own the myss product champion process in region and roll out strategic plans for client training on the portal.
Own the local Client Inquiry management tool, and seek and provide active feedback on the system. Work with CS Managers to implement strategy for trend analysis and query reduction within the tool.
Own the Client Service model and service delivery for IMS clients in APAC. Ensuring the proactive management and resolution of service issues and client queries.
Assist the local Change Management team on change requests that have a client impact and provide input and support.
Attend service management review meetings and due diligence meetings.
Implement and create strategy plans from regular onsite client visits.
Promote IMS services within the industry by attending conferences, seminars and identifying speaking opportunities
Support Client Onboarding projects
Proven track record in a client service environment, with a minimum 8 years' industry experience
Excellent understanding of Middle Office Operations processes and deliverables. Knowledge of custody and back office is also a desirable attribute.
Proven ability to communicate in a clear, concise and professional manner at all levels
Excellent presentation and relationship building skills
Strong time management and project management skills
Demonstrated market knowledge and understanding of the investment management industry
Thorough understanding of State Street operations - technical, systems, policies and procedures - is anadvantage
Good understanding of the broader State Street business