This is a management position within CS HZ responsible for managing the daily running of a group of CS members, executing and overseeing key functions of CS, taking a leadership role and working with our partners to meet the business unit goals and objectives.
As Client Service Manager you will
Deliver highly valued services and solutions to clients to ensure quality services are consistently delivered and clients are offered State Street's full range of services as their needs and our services evolve
Manage activities in servicing client relationships and client operations i.e. respond to escalated issues, communicate resolution to clients, monitor metrics around inquiries being resolved at point of contact, and elevate unresolved issues to senior management as needed
Keep senior management informed of new developments, service issues, and new business opportunities
Facilitate cross-functions/teams communication to resolve client issues/queries and deliver high quality services
Promote a collaborative cross-business and jurisdiction environment that fosters change and innovation
Provide Subject Matter Expertise for new business on-boarding and other projects as required
Drive relevant project work to improve client service
Review broad array of operating standards driving innovation, strategic opportunities and best practices
Effectively deliver key messages & communication to ensure relevant parties are informed of any client's activities
Ensure team members improve their ability to execute all aspects of the CS functions by supporting cross training
Lead continuous evaluation of team operations, encouraging innovative ideas to enhance efficiency, reduce risk or increase revenue
Be accountable for all aspects of resource planning including cross training, resource sharing and task rotation
Be accountable and responsible for staff development and retention
Assist with compliance/fiduciary reviews, controls, and audits as appropriate
Sound risk and compliance controls with immediate resolution of non-compliant items identified
Perform other duties as required
What we value
Strong leadership skills – the candidate must be very comfortable taking on responsibility and accountability, as well as escalations from both internal and external stakeholders
Strong communication skills – there is a significant amount of interaction with clients, senior management and other key stakeholders
Strong change management – the team and company are undergoing significant change and transformation in terms of processes, operating model and business requirements.
We need someone who embraces and addresses these challenges
Strong technical, critical thinking and creative thinking skills – the range of daily issues and the need to come up with creative solutions to client requests requires an adaptable and creative approach
Strong management skills – the candidate must be very comfortable managing a team of experienced staff
Education & Preferred Qualifications
Experience in custody / fund accounting / fund administration is preferred
High level of professional maturity and ability to communicate with clients, managers and peers, and demonstrated stakeholder management experience
Previous financial services experience and market knowledge are essential
Related degree qualifications or business studies highly desired
Cantonese is a plus
About State Street
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability.
We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential.
As an essential partner in our shared success, you'll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most.
Join us in shaping the future.
As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
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