Client Service

4 weeks ago

Toronto, Canada State Street Full time

Why this Job is important to us

State Street provides asset owners and asset managers access to financial information and tools essential for effective investment solutions. From core custody, accounting, fund administration, shareholder recordkeeping, and performance, to complete operations solutions and servicing for alternative assets like OTC derivatives, private equity and real estate. Our services help our clients make better investment choices and generate wealth for their customers and beneficiaries.

Who we are looking for

Join our Client Services team as Sales and Service - Client Services, AVP  and collaborate with some of the top asset manager and institutional organizations. Under the direction of his/her Manager, the Assistant Vice President is accountable for the oversight of day-to-day operations and managing of client relationships, ensuring a high level of client satisfaction. This person will act as an escalation point on client inquiries and requests, which includes the coordination of services for fund/product start-up/conversions, restructures and interacting with all internal departments for the overall service delivery for their clients. Responsibilities also include managing internal operational risk and compliance matters pertaining to assigned client relationships, as well as coordinating with internal departments for any required client specific reporting. This person will provide project leadership for training, designing client-specific reporting and supporting RFP activity. 

What you will be responsible for

As Client Service AVP you will be:

  • Responsible for managing clients of different sizes and supporting Vice Presidents or Senior Vice Presidents with the larger/more complex relationships within business unit.
  • Managing a team officers and associate level staff, overseeing/directing activity and providing experienced guidance.
  • Managing daily service delivery to meet or exceed Service Level Agreements and Key Performance Indicators. Ensure superior client satisfaction by proactively identifying client needs, and potential internal issues impacting client. Manage and escalate issues accordingly and ensure client issues are satisfactorily resolved. Coordinate activity for rendering timely reporting to clients.
  • Works closely with internal teams and clients. Facilitates communication between Client Services & other business units to ensure an effective operating environment. Identify and implement consistent operational best practices.
  • Coordinating the implementation of new funds, systems and processes. Ensures fee schedules are properly implemented and receivables are collected in a timely manner.
  • Manage client conversions and other client projects. Coordinate market entry, liquidations, and other major fund events.
  • Provide overall project management for client and systems initiatives. Acts as a liaison between operational units to ensure successful implementation. Manages internal and client expectations.  Obtains required operational documentation, as appropriate.
  • Playing a role on strategic aspects of maintaining and growing long-term relationships. Keeps senior management keeping informed of new developments, service issues, and new business/cross sell opportunities. May be responsible for client retention and revenue expansion through existing services and cross sell. Identifies potential barriers to exit through strategic value-added services. Assist with new business development efforts as needed. Make presentations to potential client companies.
  • Assist with compliance/fiduciary reviews and audits.
  • Coordinate client training on using State Street interfaces (i.e. MySS.com).
  • Serve on committees. Help define and implement new company initiatives.

What We Value

These skills will help you succeed in this role:

  • Must possess superior leadership and managerial skills.
  • Strong interpersonal and communication skills in both verbal and written forms.
  • Strong organizational skills and ability to prioritize assignments under tight deadlines.
  • Attention to detail.
  • Experience in relationship management, strong verbal and written communications skills, and some experience with presentations a must.
  • Knowledge of securities markets, language and products as well as legal and regulatory requirements.
  • Solid understanding of operational functions within both custody and fund accounting is preferred
  • Good knowledge of computer systems, financial operations and related industries a plus.

Education and Preferred Qualifications

  • BS/BA degree required, with preference of Business degree.
  • Minimum of 6-8 years related financial services or investment operations experience with 4-5 years of management responsibility.
  • Experience in relationship management strong verbal and written communications skills and some experience with presentations a must.
  • Knowledge of computer systems financial operations and/or mutual fund and related industries a plus.
  • MBA desirable.
  • Ability to travel up to 25%.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, weâre making our mark on the financial services industry. For more than two centuries, weâve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. Youâll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employeesâ diverse backgrounds, experiences and perspectives 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 welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and 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 gift programs and access to employee networks that help you stay connected to what matters to you.

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