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Clients of State Street require Administration services to be aligned with their own Client base. This can result in changes to the existing operating model of a Client and will therefore require a change to the current administration service supplied by State Street. There is a controlled process whereby the Client must submit a change request fully completed with detailed requirements. The role of the Change Management Coordinator is to manage Client Change for specific State Street clients as assigned within Client Relationship Management and then coordinate the lifecycle of the change request to completion. This team is the external face of State Street and is responsible for ensuring the client's service expectations are met and exceeded.
The primary duty of this position is the co-ordination, facilitation and successful execution of the change requests received by the client in accordance with the key performance indicators:
Duties will include the co-ordination of work output and technology from other internal teams, as well as the collaboration with various business partners to ensure that the change request is completed within agreed time-frames for the client.
Support the Change Manager.
Perform work independently within scope of established guidelines and according to specific procedures.
Liaise with colleagues across global business units, divisions and locations as required to oversee the change service and help manage the client relationship.
Provide leadership and ownership for all Change Requests received from the client and to manage the change process independently from initiation to completion.
Deliver Change items in line with both Client and SSB expectations.
Interact with the client and internal SSB parties to co-ordinate and facilitate implementation of all Change Requests maintaining sound working relationships not only with processing teams within IMS but also with heads of other SSB areas, e.g. Fund accounting, Custody and Transitions.
Formally log and track all client Change Requests from opening through to closure.
Liaise with colleagues within other SSB offices and divisions to co-ordinate the implementation of Change Requests.
Manage and prioritize the process of IT Development (RPMS) associated to Change Requests.
Manage the relationship with the Change Management team within the client's organization.
Work independently to research and deliver Change Requests considering multiple avenues for resolution.
Calculate the cost of Change Requests (within established guidelines) for the Client Relationship Manager to review and sign off.
Participate in Change Management meetings with the client.
Other special project and adhoc related duties as result of the Client's target operation model initiatives.
Excellent communication skills
Detail oriented and accuracy
Problem solving skills
Ability to multi-task and ability to work under pressure/deadlines
Previous Level of Experience:
Expectation of a minimum of two years of experience in an investment firm, or investment fund related, environment.
Extensive asset management experience, including investment operations.
Broad and in-depth understanding of:
The asset management industry, gained through working in a variety of asset management disciplines.
The standards, methodologies, processes, systems and technology necessary to support investment management operations.
Good communication skills and an ability to provide a customer focused approach
Well-developed writing skills to facilitate the production of high quality board minutes
Attention to detail while retaining efficiency and effectiveness
PC literate - Word, Excel, PowerPoint
Able to take high levels of ownership over client relationships and to take responsibility for ensuring that issues are tackled proactively and resolved
Strong organizational and time management skills
Ability to prioritize and work on own initiative and as part of a team
Internal Number: 6322422
About State Street
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