Job Overview
We are seeking a highly skilled Senior Global Service Manager to join our team.
Key Responsibilities
* Develop and implement a culture of excellence, driving process improvements and delivering exceptional client service.
* Lead staff on both direct and virtual teams, fostering growth opportunities and proactive succession planning.
* Advance the team's knowledge and effectiveness through insights and solutions, ensuring sustainable best practices.
* Set an example of team building, promoting collaboration within the broader organization.
Delivering Service Excellence
* Create a seamless operating model across product jurisdiction and operating centers.
* Provide escalation points for unresolved service items, ensuring prompt resolution.
* Proactively optimize end-to-end client service delivery to achieve client outcomes.
Global Governance
* Establish a global governance framework to enhance locally delivered service solutions.
* Oversee regular local and global service reviews with clients.
* Spearhead internal and external meetings to review KPIs and key issues.
Client Satisfaction 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 clients.
Commercial Excellence
* In conjunction with Client Executives, identify new business opportunities and partner to deliver value propositions.
* Measure year-over-year client profitability and identify revenue improvement opportunities.
Built for the Future
* Engage with State Street product management to lend a client perspective on new product development.
* Collaborate with clients on needs and capabilities specific to new regulations and products.
Requirements:
* 4-year undergrad, MBA preferred.
* Global experience preferred.
* Multiple business line experience preferred.