Job Description
Why this role is important to usYou will be joining the Institutional Services function that allows us to deliver a comprehensive, holistic approach to each client relationship - for asset managers and asset owners, insurance companies, and official institutions globally. It means our client-facing functions work together to bring the very best solutions and services the firm has to offer - across all of our locations, products, and capabilities.
Position OverviewIn coordination with the Client Executive, the GCOO role will ensure STT delivers consistent global service excellence and drive transformation changes that aligns with the client's strategy. This role will be responsible for providing global client oversight from a service and delivery perspective
Primary ResponsibilitiesLeadership
- Create a culture in which people want to do their best and feel an urgent need to improve process and delivery for clients
- Effectively manage staff on both direct and virtual teams by driving GCOO / Client mission; create opportunities for emerging talent to move into stretch assignments; proactive succession and development planning with a focus on service resiliency via training, cross-training
- Advance the team's collective knowledge and effectiveness by bringing insights and solutions to the team and ensuring sustainable best practice
- Set an example of team building to the broader State Street organization, particularly with the Global Services and Global Delivery organizations
Deliver Service Excellence
- Create a seamless, integrated operating model across product jurisdictions and operating centres
- Represent an internal and external point of escalation, across all business lines that serve the client, for unresolved service items
- Act as proactive internal leader on ways to optimize our end-to-end client service delivery to deliver client outcomes
Active Global Governance
- Provide an overarching global governance and framework to enhance locally delivered service solutions through support of Client Account Plans
- Oversee regular local and global service reviews with the client
- Spearhead monthly internal and external meetings to review KPI's, key issues, and forthcoming new products/asset classes
Accountability for Client Satisfaction on Service and Delivery
- Focus on specific action items related to global service delivery and resolving service issues
- Create a unique operational value that defends and grows the book of business with the client
Commercial Excellence
- In conjunction with the Client Executives, identify new business opportunities and partner to formulate and deliver our value proposition - focus on foundational, higher margin solutions
- Measure year over year client p/l's and identify and facilitate as necessary revenue improvement opportunities and expense improvements
- Measure losses and review opportunities for improvement
Build the Future
- Proactively engage with State Street product management to lend a client perspective towards new product development
- Engage with the client on needs and capabilities specific to new regulation, product development, and other solutions establishing an early adopter advantage for State Street.
- Drive implementation of the Front to Back service model - the Front to Back model for this specific client GCOO role will be used as the basis and blueprint for other Front to Back clients.
- Actively driving and working across all of the service providers within Alpha and State Street to bed down the standard service model and ensure a well understood, documented and repeatable model for the organization to follow.
Job Requirements and Minimum Qualifications
- A minimum of 12+ years of services operations and client experience is preferred.
- 4 year undergrad, MBA preferred
- Track record as a COO
- Global Experience preferred
- Multiple business line experience preferred
Salary Range: $170,000 - $267,500 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.
