EMEA Global Operations Lead - Production & Client Support

State Street Corporation; Dublin; On-site; EUR 90,000 - 120,000; Full time

Job summary

State Street Corporation seeks a seasoned leader to manage and grow a Global Operations Team supporting and enhancing CR IMS, delivering hands-on client issue management, production support, and staff development. You will oversee operations, mentor staff, and ensure reliable, mission-critical services across regional and global clients in a follow-the-sun model.

The role demands strong management, communication, and leadership skills, with experience in escalation, client relations, and guiding

Qualifications

• Bachelor’s degree preferred.
• 7+ years overall experience.
• 3+ years’ experience managing and supporting mission critical production software applications.
• 3+ years’ experience in a management/leadership role.
• 2+ years of database software or IT technical experience.
• Experience or familiarity with servers and networks is preferred.
• Track record of leadership in high-growth, mission critical software-based operations and support environment.
• Ability to manage staff through multiple projects and tasks with changing deadlines.
• Excellent Customer Service skills, expectation management
• Project and staff management and mentoring skills
• Strong interpersonal, verbal, and written communication skills.
• Partner liaison (internal and external)

Responsibilities

• Identify opportunities to improve the service and delivery model.
• Escalation point for GOC Team members on client or internal operational issues.
• Support and enhance Clients’ ROI from CR IMS.
• Support and facilitate Charles River’s business objectives.
• Operations
• Escalate issues to Senior Management using sound judgement
• Troubleshooting and issue resolution
• Hands‑on management of key clients
• Monitoring of queue to ensure accuracy, completeness, timely, and proper progress
• Mentoring junior team members through issues and major processes
• Oversight of issue resolution and support for team members
• Daily operational monitoring, support and resolution for regional Clients as well as other Clients as part of the global team and follow-the-sun support model
• Accountable for ensuring defined processes are followed
• Identification of issues in existing processes
• Occasional off hours / weekend support
• Service Partner communications and coordination
• Clear and accountable reporting to Senior Management
• Manage team to provide reliable mission critical software‑based operations and support
• Provide day‑to‑day performance management and support for subordinates
• Work with CRD colleagues to smoothly transition new Clients to production operation through the onboarding process.
• Work with vendors as partners to deliver a tightly integrated, seamless service to Charles River Clients.

Skills

Management

Leadership

Communication

Staff development

Client relations

Problem solving

Education

Bachelor’s degree preferred

Tools

RDBMS

Windows

ETL

MQ

PL/Transact SQL

Web Admin

Web Services

Job description

State Street Corporation seeks a seasoned leader to manage and grow a Global Operations Team supporting and enhancing CR IMS, delivering hands-on client issue management, production support, and staff development. You will oversee operations, mentor staff, and ensure reliable, mission-critical services across regional and global clients in a follow-the-sun model.

The role demands strong management, communication, and leadership skills, with experience in escalation, client relations, and guiding