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Act as a point of contact with our clients for market activities and inquiries, including tax and proxy documentation. Act as a point of contact with our subs and internal departments for our clients. Monitor market changes and updates sharing these with our clients and taking any necessary actions needed to keep our clients funds compliant. Ensure prompt responses and processing on all email inquiries and phone inquiries. Follow up on exception situations and facilitate timely problem resolution to mitigate risk to the corporation and deliver excellent service to clients. Oversee a staff performing these same tasks and be there point of escalation for resolving issues. Works with senior management keeping them informed of new developments, service issues, new business opportunities and department volumes and reporting.
Responsible for managing a team of client relationship employees
Deliver highly valued services to clients to ensure quality services are consistently delivered and clients are offered State Street's full range of services as their needs and our services evolve
Manage daily calls and emails for various inquiries, change requests, etc from Clients and Staff
Ensures superior client satisfaction by acting as an advocate for clients and ensuring client issues are satisfactorily resolved. Proactive identification of client needs and potential internal issues impacting client satisfaction.
Report to client periodically (monthly, quarterly, annually) with reporting format defined by the client.
Display and provide expertise in all Market Openings and Maintenance (amendments, renewals, regulatory changes)
Manages internal and client expectations.
Attending knowledge and training sessions for markets as they evolve
Based on Client Service Level, pre-fill market documents, request review and approval for documents from the local subcustodian, and obtain the necessary legalization
Submit market opening requests and amendments via MAP platform
Weekly monitor Tax and Proxy Reports to ensure the client remains up to date in with their Tax and Proxy forms
Ensure market renewals are notified to client and processed in timely manner
Monitor Global Market Bulletins and notify client of any market changes or new requirements
Promote and complete all activities in line with internal standards (SOPS, Job Aids etc.)
Lead/collaborate with others to drive success of team/department/organization
Proactively share and promote new ideas to support process improvements and changes to team processes
Respond in a timely manner to internal/external issues and queries
Manage own continued professional development
Manage own performance through engaging in the PPR process and attending relevant training , e.g. as per the development pathways
Accountable for quality, accuracy and timeliness of results
Deliver training and coaching to all staff
Ensure team is achieving accuracy and meeting pre-determined deadlines
Effective messaging & communication
Perform other duties as required
Work in conjunction with staff as well as other business units, shared services/COEs, outsource partners, external clients as needed to resolve issues/discrepancies and ensure client satisfaction through seamless processing, accuracy, and adherence to all SLAs/internal standards/guidelines.
Liaise with COE's, shared service teams and other business units as required to escalate and resolve client's service/ operational issue.
Internally focused and held accountable for making sure that functions and tasks are performed accurately and in accordance with defined time frames and client requirements.
Typically has daily contact with Client Service, Client Management, COEs and BU Shared Service teams. Consults with manager where clarification or exception to policy may be required.