Client Service Manager, Assistant Vice President

State Street; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

State Street in London is seeking a Client Service Manager to ensure the highest level of client support across our UK base. This predominately client-facing role collaborates with clients and internal colleagues to monitor service delivery, deadlines and standards, and to discuss overall performance with clients.

You will drive client satisfaction, partner with Sales and Client Executives on new business, and foster a culture of risk excellence across the UK Client Service team, demonstrating

Qualifications

• Accountable for Client Satisfaction and service quality.
• Monitor performance metrics and drive improvements.
• Reduce operational risks from client interactions.
• Communicate professionally with stakeholders at all levels.
• Partner with Sales and Client Executives on new business.

Responsibilities

• Ensure client receives highest level of support.
• Run regular client interactions to discuss service performance.
• Deliver service within deadlines and standards.
• Foster a culture of Risk Excellence and accountability.

Skills

Client-facing

Critical thinking

Problem solving

Decision making

Administrative skills

Organizational skills

Multitasking

Under pressure

Influence change

Interpersonal skills

Communication skills

Education

Bachelor’s degree or relevant experience

Job description

Who We Are Looking For

The client service manager is responsible to ensure the client receives the highest level of support across State Street. This is predominately a client facing role, working with the client at various levels of seniority.

Who We Are Looking For

The client service manager is responsible to ensure the client receives the highest level of support across State Street. This is predominately a client facing role, working with the client at various levels of seniority.

The Client Service Manager role will provide client service support to several of our UK based clients. They will partner with both clients and colleagues to monitor that all service is delivered within the agreed deadlines and to the standards that both the client and State Street would expect. As well as their daily interaction with the client and internal colleagues at State Street, the Client Service Manager would be required to run regular interactions with the client to discuss overall service performance.

Why this role is important to us

You will be joining the Investment Services function that allows us to deliver a comprehensive, holistic approach to each client relationship — for asset managers and asset owners, insurance companies, and official institutions globally. It means our client-facing functions work together to bring the very best solutions and services the firm has to offer — across all of our locations, products, and capabilities.

Join us if making your mark on the long-lasting client relationships we build is a challenge you are up for.

What You Will Be Responsible For

As a Client Service Manager, you will be:

• Accountable for Client Satisfaction, directly as it relates to Client Service and in driving improvement and/or remediation from other internal teams and functions
• Accountable for client satisfaction, client service experience globally and accountable for

performance measures and NPS Surveys / Service Responses

• Responsible for reducing operational risks caused by clients or their agents through open aged recon breaks, overdrafts, poor trade instructions etc.
• Communicating at all levels professionally with impact and empathy.
• In conjunction with Sales, Segments, Client Executives and RM’s, partners on new business

opportunities to formulate and deliver our value proposition

• Identifying themes in client feedback and performance. Drives improvement across STT for clients using this insight
• Playing a key role in establishing and nurturing a culture of ‘Risk Excellence’ across the UK Client Service team, encourage an environment of openness that welcomes effective challenge and supports open discussion.
• Playing a key role in establishing and nurturing a culture of individual ownership of tasks to embed a clear individual sense of accountability into staff members’ behaviour in performing their roles.
• Ensuring that the highest level of the Code of Conduct is displayed in your own and staff behaviour.

What We Value

These skills will help you succeed in this role

• Ability to face off with a client at various levels
• Strong critical thinking, problem solving, and decision-making skills
• Excellent administrative and organizational skills
• Ability to multitask and work efficiently to meet client deliverables
• Ability to manage under pressure
• Ability to provide respectful challenge
• Ability to influence change
• Exceptional interpersonal & communication skills

Education & Preferred Qualifications

• Bachelor’s degree or relevant experience

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.