Global Head of Shareholder Services & Transformation

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

Benefits offered by this job

401K with match

Health insurance (medical, dental, eye

Long-term disability

Paid time off

Employee Assistance Program

Incentive compensation

Job summary

State Street Investment Management seeks a Global Head of Shareholder Services to lead the global Shareholder Services organization and shape the future-state operating model across people, process, and technology. You will partner with CX, CCG, Investments, and COO leadership to deliver a scalable, high-quality client experience.

The role emphasizes BAU excellence, strategic transformation, and building a high-performing global team with a strong focus on AI-enabled process improvements and

Qualifications

• 15+ years of experience in financial services, with leadership in asset management, shareholder services, transfer agency, client operations, or related functions.
• 10+ years in senior leadership roles with responsibility for complex operational organizations and/or global teams.
• Experience designing and implementing global operating models and leading large-scale operational transformation.
• Proven experience managing BAU operations, operational incidents, investigations, remediation, risk, and controls.
• Experience partnering with technology teams to define business requirements and deliver major operational or client-service platforms.
• Strong understanding of emerging AI and automation capabilities and their application to operational processes and client servicing.
• Proven ability to lead across functions and influence senior stakeholders across business, investments, technology, operations, and client-facing organizations.
• Demonstrated experience building, developing, and leading high-performing global teams.
• Undergraduate degree required; advanced degree (MBA, MSc, or equivalent) preferred.

Responsibilities

• Lead the global Shareholder Services organization, ensuring strong execution of BAU operations, including incident escalation, investigation, remediation, and effective operational oversight.
• Set the strategic direction for Shareholder Services within SSIM, defining the future-state vision and translating it into a detailed global operating model and executable transformation roadmap.
• Partner with CX Development leadership to define business requirements and priorities for COMPASS, the new Shareholder Services technology platform.
• Drive continuous improvement and adoption of AI, automation, and technology-enabled processes to enhance service quality, operational efficiency, scalability, and controls.
• Build and lead a high-performing global team through talent development, strategic hiring, clear accountability, and well-defined performance expectations.
• Build strong relationships with senior stakeholders across CX, COO, CCG, and Investments, ensuring Shareholder Services consistently delivers high-quality service and client experience.
• Partner with the broader CX and COO leadership teams on strategic initiatives, business blueprints, and operating-model transformation.

Skills

Executive communication

Stakeholder management

Influencing skills

Global teams

AI mindset

Operating models

Transformation leadership

Education

Undergraduate degree

MBA

MSc

Job description

State Street Investment Management seeks a Global Head of Shareholder Services to lead the global Shareholder Services organization and shape the future-state operating model across people, process, and technology. You will partner with CX, CCG, Investments, and COO leadership to deliver a scalable, high-quality client experience.

The role emphasizes BAU excellence, strategic transformation, and building a high-performing global team with a strong focus on AI-enabled process improvements and