Senior Lead, Global Client Experience

State Street; Quincy (MA); On-site; USD 170,000 - 252,500; Full time

Benefits offered by this job

401K with company match

Paid time off

Volunteer days

Job summary

State Street is seeking a Client Pod Senior Lead to own end-to-end AOIA client service across all products and services. You will lead a team of SMEs, set expectations for engagement, governance and performance, and act as a senior escalation point to ensure timely resolution of issues.

In collaboration with Relationship Management, Product and Global Delivery, you will ensure service readiness, capacity alignment and controlled onboarding into BAU, reducing risk, protecting revenue and driving

Qualifications

• Strong understanding of AOIA products and operating model.
• Experience leading global, multi-location teams.
• Proven ability to sponsor transformation and change.
• Excellent client-facing communication and presentation skills.
• Ability to manage risk, audits and regulatory requirements.
• Bachelor’s degree or equivalent professional experience; 15+ years in Investment Management operations.

Responsibilities

• Own the global AOIA client service experience, delivering against SLAs and standards.
• Act as senior escalation point for service issues and root-cause analysis.
• Lead client relationships with reviews, action management and controlled delivery.
• Define and monitor service performance and risk metrics across quality, timeliness, volumes, cost and risk.
• Collaborate with Relationship Management, Global Delivery and AOIA to ensure outcomes.
• Drive service reviews and continuous improvement with data-driven insights.
• Represent AOIA in senior client forums, due diligence and governance engagements.
• Set performance expectations and embed a One State Street culture across teams.

Skills

Client engagement

Leadership

Stakeholder management

Communication

Problem solving

Education

Bachelor’s degree in Finance, Accounting, Business, Economics, Mathematics or related discipline

Job description

State Street is seeking a Client Pod Senior Lead to own end-to-end AOIA client service across all products and services. You will lead a team of SMEs, set expectations for engagement, governance and performance, and act as a senior escalation point to ensure timely resolution of issues.

In collaboration with Relationship Management, Product and Global Delivery, you will ensure service readiness, capacity alignment and controlled onboarding into BAU, reducing risk, protecting revenue and driving