VP, Alternative Client Service & Experience

State Street; Boston (MA); On-site; USD 110,000 - 189,000; Full time

Benefits offered by this job

401K with company match

Life/health/dental/vision insurance

Paid time off

Employee Assistance Program

Incentive compensation

Tax-advantaged savings plans

Job summary

State Street is seeking a Vice President of Alternative Client Service to lead client service excellence for alternative assets clients. You will coordinate with Relationship Management, Global Delivery, Product, and Global Technology to optimize client satisfaction and engagement across North America, EMEA, and APAC.

You will drive governance, performance reporting, and issue remediation while mentoring the client service team to deliver high-quality service and strong relationships with

Qualifications

• College degree, finance/management preferred.
• 10+ years experience in financial services.
• Ability to travel to client meetings.
• Private Markets / Hedge Operations experience.

Responsibilities

• Issue Resolution: Addressing and resolving day to day client issues across teams, escalating issues when necessary, and working with internal teams to find solutions.
• Put in place client governance including KPI’s and co-ordinate accurate reporting
• Track thematic trends across clients and teams - highlight to team leadership.
• Collaborate with internal teams to respond to client needs in a timely manner and take immediate action to address issues as they arise, escalating when appropriate.
• Collaborate with onboarding teams managing through volume spikes and step into drive onboarding when required
• Liaising with internal teams to respond to clients due diligence and other ad-hoc requests.
• Assists with client presentation preparation, client meetings & product collaboration.
• Take ownership maintaining State Streets records, documentation and systems are current and maintained in accordance with policies.
• Run internal projects as they arise.
• Possess technical and industry knowledge.
• Strengthen and deepen relationships with our clients. Deliver constant monitoring of the client’s perception of the quality of our services (NPS score), partner with business leads to maintain strong focus on client service and requirements.
• Run service review
• Partner with relationship managers and delivery personnel to monitor and report on service issues, compile remediation plans.
• Manage members of the client service team to achieve team and division goals

Skills

Client management

Group collaboration

Service and issue management

Analytical thinking

Product expertise

Priority management

Education

College degree

Job description

State Street is seeking a Vice President of Alternative Client Service to lead client service excellence for alternative assets clients. You will coordinate with Relationship Management, Global Delivery, Product, and Global Technology to optimize client satisfaction and engagement across North America, EMEA, and APAC.

You will drive governance, performance reporting, and issue remediation while mentoring the client service team to deliver high-quality service and strong relationships with