Sales and Service Client Services, Off

STATE STREET CORPORATION; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

State Street Corporation in Sydney, Australia, is seeking an experienced Client Service Manager to lead a client service team and ensure delivery of State Street’s full range of services.

You will manage client relationships, respond to escalations, communicate resolutions, and drive improvements across operations with emphasis on governance, risk controls and client satisfaction.

Qualifications

• Experience in custody, fund accounting or fund administration with exposure to BAU tasks and client services.
• Degree qualifications or business studies highly desired.

Responsibilities

• Deliver valued services and solutions to clients to ensure quality services across operations.
• Manage client relationships, respond to escalated issues and communicate resolutions.
• Monitor metrics on inquiries resolved and escalate to senior management as needed.
• Promote cross-functional collaboration to resolve client queries and improve service.
• Drive process improvements to enhance efficiency and reduce risk.

Skills

Leadership

Communication

Change management

Problem solving

Education

Finance or business degree

Job description

Who we are looking for

We are currently looking for an experienced Client Service Manager to join our Client Service Team

Why this role is important to us

State Street Global Delivery, provides asset owners and managers with a wide range of support, from core custody, accounting and fund administration to complete servicing for complex alternative assets like OTC derivatives and private equity. We also deliver innovative performance measurement and analytics tools, giving our clients information they need to make better-informed decisions. State Street is among the world’s leading institutional investment servicing providers. State Street Global Services, provides the essential financial infrastructure for delivering effective investment servicing solutions globally. Our capabilities in asset servicing, operations outsourcing and analytics enable our clients to manage operational risk, optimize their cost structures, enhance the value of their services and act on growth opportunities – across all major markets. Our combination of consistency and creativity is what helps our clients face the future with confidence

What you will be responsible for

• As Client Service Manager you will Deliver highly valued services and solutions 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 activities in servicing client relationships and client operations i.e. respond to escalated issues, communicate resolution to clients, monitor metrics around inquiries being resolved at point of contact, and escalated issues to senior management as needed
• Keep senior management informed of new developments, service issues, and new business opportunities
• Facilitate cross-functions/teams communication to resolve client issues/queries and deliver high quality services
• Promote a collaborative cross-business and jurisdiction environment that fosters change and innovation
• Provide Subject Matter Expertise for new business on-boarding and other projects as required
• Drive relevant project work to improve client service
• Lead continuous evaluation of team operations, encouraging innovative ideas to enhance efficiency, reduce risk or increase revenue
• Review broad array of operating standards driving innovation, strategic opportunities and best practices
• Effectively deliver key messages & communication to ensure relevant parties are informed of any client’s activities
• Assist with compliance/fiduciary reviews, controls, and audits as appropriate
• Sound risk and compliance controls with immediate resolution of non-compliant items identified
• Adhere to State Street corporate policies and procedures including but not limited to the Standard of Conduct
• Perform other duties as required

What we value

• Strong leadership skills - the candidate must be very comfortable with taking on responsibility and accountability.
• Strong communication skills - there is a significant amount of interaction with clients, senior management and other key stakeholders.
• Strong change agent – the team and company generally are undergoing a significant amount of change and transformation in terms of processes, operating model and business requirements. We need someone who is willing to embrace and address these challenges.
• Strong technical, critical thinking and creative thinking skills – the range of daily issues as well as the need to come up with creative solutions to client requests requires an adaptable and creative approach.

Education & Preferred Qualifications

The successful candidate will have experience in custody / fund accounting / fund administration environment with significant exposure to both BAU tasks and client services. Our Business needs you to help drive our APAC strategy forward and successfully achieve our corporate goals. Your ability to lead, motivate and inspire others to achieve these goals coupled with your dedication to contributing to team success will see you excel in this role. You will possess a high level of professional maturity and be able to communicate with clients, managers and peers as well as demonstrated stakeholder management experience. Previous financial services experience and market knowledge are essential. Your related degree qualifications or business studies will be highly desired.

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 we’re making our mark on the financial services industry. For more than two centuries, we’ve 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 in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program 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 employees’ diverse backgrounds, experiences and perspective are 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 the 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 program and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer. Discover more at StateStreet.com/careers

About State Street Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most.

Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law. Discover more information on jobs at StateStreet.com/careers

Read our CEO Statement Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success. We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future. As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law. Discover more information on jobs at StateStreet.com/careers

Read our CEO Statement

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success. We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future. As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law. Discover more information on jobs at StateStreet.com/careers