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This is a high visibility client-facing role managing complex business queries and supporting a variety of client business management responsibilities. The client service manager role requires proficiency on Enterprise platforms to function as a cross-client subject matter expert with extensive interaction across all internal support functions including Middle Office and Custody to enhance the State Street client
Roles and Responsibilities:
Client facing responsibilities :
Ensure all client inquiries and issues are proactively reviewed and resolved in a timely and satisfactory manner
Serve as escalation point for client and internal functional teams on time critical and high potential financial impact issues
Produce monthly MIS/KPI reporting across all clients and lead monthly service reviews with client
Manage the change management administration and communication with clients.
Manage linkages between change management, for both BAU and program work, as part of broader end-to-end onboarding / implementation efforts.
Influence managers whose roles are focused on executing specific client onboarding / implementations and required technology platform enhancements to support client needs.
Ownership of the client incident reporting process for respective clients
Ensure all daily and monthly services are delivered in accordance with relevant client SLA's
Work with IT department to ensure efficiency and timeliness in our IT processes and prompt resolution of issues
Identify customized support requirements that deviate from standard servicing model and evaluate opportunity to automate or align to a core process; also ensure that functional teams have awareness of any specific client requirements
Champion inquiries from / issues raised by various State Street organizations and follow through to ensure that client facing problems and issues are addressed.
Influence others in preparing various statuses, activity and performance reports for senior management.
Collaborate with STT's middle and back office operations and provide input on plans to enhance operations.
Work closely with middle and back office business colleagues to create opportunities resulting from change requirements are leveragable across multiple clients.
For global client relationships participate in any global servicing calls internal as well as external and be able to present and/or respond to any servicing issues impacting client in APAC region; also partner with Global Relationship Management to pursue sales opportunities to support efforts of sales / business development team.
Thorough review of monthly BAU invoice, coordinating with teams to ensure accuracy and completeness, submission of invoice to finance, and sharing invoice and all back up with client.
Maintain monthly invoicing tracking for senior management and finance.
Regular management of client facing issues including Operational issues, reporting outages and reputation or risk impacting workstream items.
Staff management and administration responsibilities :
Responsible for direct management and development of staff and interns assigned to team
Support onboarding of new staff and implement training development and succession plans as well as retainment and staff engagement strategies
Ensure well defined and updated procedures for any operational or processing tasks conducted by team
Contribute to team initiatives to improve efficiency (Lean) and risk/control framework
Align servicing models with the other regional Client Service teams and support the development of a 'best practice' Client Service model across APAC
Develop and test Business Contingency Plan to ensure services expectations from clients are always maintained during disruption situations
Facilitate cross training across all Client Service functions in the team
Work effectively with peers locally and across the region to achieve common goals
Influence the team positively while enhancing the work culture
Anticipate critical risks and exposures and facilitate mitigation.
Ultimately responsible for the success of implementation problem resolution.
The characteristics of this role are:
Provide a high standard of client service to our internal and external clients
Persuade or influence internal groups, as necessary to achieve desired results.
Embrace State Street's "corporate values" and support a work environment reflective of those values
Communicate effectively with clients custodians brokers managers and peers within State Street
Be a strong team player and demonstrate dedication to group and company goals
Demonstrate professional maturity and effective time management
Demonstrate the ability to analyse a problem obtain and evaluate information and reach sound conclusions
Be a key contact for the client in escalations and complex market questions
Demonstrate understanding of both custody and middle office roles and responsibilities in relation to the services offered to our clients
Further the ideal candidate will have the following attributes:
Excellent attention to detail
Superior communication skills
Responsible and take ownership of all allocated tasks
Being organised and able to multi-task and work to tight deadlines
Being pro-active and a problem solver
Demonstrating highly professional behaviour when dealing with all key stakeholders
Being flexible often dealing with ad-hoc queries from clients
Demonstrating an understanding of the risks involved in the processes and reflect this in their approach to work prioritisation
A strong team manager
Tactically using a broad array of communication vehicles to lead, direct, and facilitate client change requests.
Qualifications & Experience :
Proven track record in a financial services environment with client service and/or qualified operations / technical based experience with a minimum 5 years' industry and client service experience
Demonstrated market knowledge and understanding of the investment management industry
Good understanding of State Street Operations - technical systems policies and procedures - is an advantage
Proven ability to communicate in a clear concise and professional manner at all levels
Strong collaboration and influencing skills
Strong written and communication skills and ability to present to clients and senior STT management.
Strong sense of ownership and leadership
Strong time management skills with the ability to prioritise under pressure
Any custody or middle office client service manager experience or technical support client facing experience is highly considered