Global Head of Client Implementation & Billing Services, MD - State Street Investment Management

State Street Investment Management; Boston (MA); On-site; USD 170,000 - 253,000; Full time

Job summary

State Street Investment Management seeks a Global Head of Client Implementation & Billing Services to lead and transform the global operating model for onboarding, billing, and client experience. You will partner with CX, Finance, Legal, and Tech to deliver scalable processes and high-quality outcomes.

The role requires 15+ years in financial services with global leadership, a focus on AI and automation, and a track record of large-scale transformations.

Qualifications

• 15+ years of financial services experience, with leadership in asset management or client operations.
• 10+ years in senior leadership roles with global teams.
• Experience designing global operating models and leading large-scale transformations.
• Experience partnering with technology teams to deliver workflow, data, or billing platforms.
• Strong understanding of AI and automation and their application to operations.
• Undergraduate degree required; advanced degree preferred.

Responsibilities

• Lead global Client Implementation & Billing Services, including onboarding, setup, billing operations, escalation, remediation and controls.
• Define and execute the global operating model and transformation roadmap for consistency, scalability, and efficiency.
• Partner with CX Platform and technology teams to define requirements for client implementation, workflow, data, and billing platforms.
• Drive adoption of AI, automation, and workflow solutions to accelerate onboarding and improve billing accuracy.
• Build and manage a high-performing global team with clear accountability and performance expectations.
• Collaborate with senior stakeholders across CX, COO, CCG, Investments, Finance, Legal, Compliance, and Technology to ensure client experience and business outcomes.
• Support broader CX strategy, business blueprint, and operating-model transformation initiatives.

Skills

Executive leadership

Stakeholder management

AI/Automation mindset

Global operations

Change management

Education

Undergraduate degree

Advanced degree preferred

Job description

State Street Investment Management is seeking a Global Head of Client Implementation & Billing Services within the COO Client Experience (CX) Technology and Business Services organization. This senior leader will have global responsibility for client implementation and billing services, ensuring strong day-to-day execution while setting the strategic direction and transforming the global operating model.

This role will lead the evolution of Client Implementation & Billing Services across people, process, technology, and operating model, working closely with CX, Client Coverage Group (CCG), Investments, Finance and COO leadership to deliver timely client onboarding, accurate billing, effective controls, and a consistent, scalable, high-quality client experience.

What You Will Be Responsible For

As Global Head of Client Implementation & Billing Services, you will:

• Lead global Client Implementation & Billing Services, including client onboarding, account and mandate setup, invoice setup, billing operations, issue escalation, remediation, and operational controls.
• Define and execute the global operating model and transformation roadmap, driving consistency, scalability, efficiency, accountability, and end-to-end ownership.
• Partner with CX Platform and other technology teams to define business requirements and priorities for client implementation, workflow, data, and billing platforms.
• Drive adoption of AI, automation, and workflow solutions to accelerate client implementation, improve billing accuracy, reduce manual work, and strengthen controls.
• Build and develop a high-performing global team with clear accountability and performance expectations.
• Partner with senior stakeholders across CX, COO, CCG, Investments, Finance, Legal, Compliance, and Technology to deliver strong client experience and business outcomes.
• Support broader CX strategy, business blueprint, and operating-model transformation initiatives.

What We Value

• Strong knowledge of asset management, client implementation, billing operations, fee structures, data, risk, and controls.
• Strong operational leadership with experience in client implementation, billing operations and managing complex global service organizations.
• Strategic and transformative leadership with the ability to translate vision into execution.
• A strong pro-AI mindset and willingness to rethink traditional operating models and processes.
• Ability to balance operational excellence, controls, and transformation.
• Strong executive communication, stakeholder management, and influencing skills.
• A collaborative, outcome-oriented approach to building and leading global teams.

Qualifications & Experience

• 15+ years of financial services experience, including significant leadership experience in asset management, client implementation, billing, client operations, or related functions.
• 10+ years in senior leadership roles with responsibility for complex operations and/or global teams.
• Experience designing global operating models and leading large-scale transformation.
• Experience leading client implementation and billing operations, risk, controls, and remediation.
• Experience partnering with technology teams to deliver workflow, data, billing, or client-service platforms.
• Strong understanding of AI and automation and their application to operational processes.
• Proven ability to influence senior stakeholders and lead high-performing global teams.
• Undergraduate degree required; advanced degree preferred.

Salary Range

$170,000 - $252,500 Annual. The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans. For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

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.

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Job Application Disclosure

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Job ID: R-800014