Global Head of Client Services & Experience

State Street; Kraków; On-site; PLN 253,800 - 310,200; Full time

Benefits offered by this job

Permanent contract from day one

Birthday Day Off

Gold Medical Package for employees and

private pension plan

Volunteer days

Well-being programs

Job summary

State Street in Kraków is seeking a VP II, Head of Client Services for Investment Management to lead global client services and ensure a scalable, client-centric model. You will oversee regional operations across EMEA, APAC, and North America with a local Poland focus, driving employee engagement and execution of the branch strategy.

The role requires strong leadership, deep asset-management servicing expertise, and a track record of building high-performing teams.

Qualifications

• Solid understanding of the asset management landscape and servicing models.
• Deep expertise in post-onboarding client servicing activities and service quality drivers.
• Strong strategic judgment balancing client needs, risk, capacity and commercial priorities.
• Curiosity and continuous improvement mindset with root-cause analysis focus.
• Comfort navigating ambiguity and exercising sound judgement in complex situations.
• Ability to manage expectations and align senior stakeholders.

Responsibilities

• Define vision, strategy, and service standards for Client Services across markets.
• Establish ownership, governance, and escalation framework across the Client Services ecosystem.
• Drive client experience excellence to support retention and relationship depth.
• Act as a senior escalation point for high-impact client service issues.
• Drive scalable operating models, automation, and AI-enabled service solutions.
• Own capacity planning, performance oversight, and service quality metrics.
• Ensure consistent, timely client communications across regions.
• Lead and develop a high-performing Client Services organization and foster continuous improvement.
• Oversee Poland operations aligning with branch governance, labor matters, and local initiatives.

Skills

Asset management

Client servicing

Strategy

People management

Stakeholder management

Communication

Language skills

Job description

State Street in Kraków is seeking a VP II, Head of Client Services for Investment Management to lead global client services and ensure a scalable, client-centric model. You will oversee regional operations across EMEA, APAC, and North America with a local Poland focus, driving employee engagement and execution of the branch strategy.

The role requires strong leadership, deep asset-management servicing expertise, and a track record of building high-performing teams.