State Street Global Advisors - Head of Client Support, VP I

State Street Global Advisors; Stamford (CT); On-site; USD 120,000 - 180,000; Full time

Job summary

A leading company in investment management is seeking a Head of Client Support to manage their Client Support team. This role involves overseeing client inquiries, fostering team development, and ensuring operational excellence. The ideal candidate will have extensive experience in investment management and strong leadership skills, contributing to continuous improvement and client satisfaction.

Qualifications

• 10+ years in investment management, with 3+ years in management roles.
• Strong business judgment and effective communication with staff and senior management.
• Solid understanding of investment issues and vehicles.

Responsibilities

• Manage the Client Support team and processes, ensuring swift resolution of inquiries.
• Guide team in client communication while maintaining operational standards.
• Monitor response times and implement improvements.

Skills

Problem-solving

Communication

Organizational skills

Interpersonal skills

Multitasking

Education

Bachelor’s Degree or equivalent experience

Job description

State Street Global Advisors - Head of Client Support, VP I

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The Head of Client Support manages the Client Support team within the SSGA Boston Shareholder Services team and works closely with Client Trading, portfolio managers, operations teams, custody teams, and other internal and external clients. The Head of Client Support is expected to be client focused, proactive; solutions oriented and demonstrate sound judgment on issue escalation and resolution.

Job Responsibilities

• Manage the Client Support team members and processes, including inquiries, exceptions, NIGO handling, Transaction Security Form management, FTTOP, and market effect.
• Apply understanding of complex internal structures and context surrounding information being processed to perform daily activities.
• Guide team in responding to client inquiries with swift resolution, clear communication, and a client-friendly tone while maintaining operational standards.
• Maintain knowledge of the process operating model and develop new initiatives, including process re-engineering and system integrations.
• Participate in system enhancements and testing, including coordinating occasional evening and weekend production moves.
• Ensure team understands risks involved and delegate appropriately to encourage ownership and professional growth.
• Provide training, coaching, and regular meetings to foster engagement and development.
• Create an environment of continuous learning, adaptability, and change leadership.
• Monitor response times and deadlines, review metrics, and implement improvements.
• Follow risk escalation procedures for operational issues and suspicious transactions.
• Manage hiring, promotions, salary adjustments, and disciplinary actions.
• Collaborate across business units to define best practices and enhance the client experience.
• Assist in organizational change initiatives and future operating model design.
• Perform other duties as needed.

Minimum Requirements

• 10+ years in investment management, with 3+ years in management roles.
• Strong business judgment, ability to synthesize complex issues, and communicate effectively with staff and senior management.
• Solid understanding of investment issues and vehicles, with a desire for ongoing learning.
• Technical expertise in investment operations and marketplace nuances.
• Excellent organizational, prioritization, and multitasking skills.
• Ability to build collaborative relationships internally and externally.
• Problem-solving skills to meet client objectives while managing risks.
• Experience with system migrations and defining business requirements.
• Knowledge of SSGA applications, fund structures, and workflows (preferred).
• Strong interpersonal, organizational, and communication skills (written and verbal).
• Attention to detail and a positive team-oriented attitude.
• Bachelor’s Degree or equivalent experience.

We value diversity and encourage candidates from all backgrounds to apply. If you enjoy change, innovation, and data-driven decisions, you could be a great fit.