Client Service Operations Manager, Officer Client Service Operations Manager, Officer …

State Street
in Gdańsk, Pomorskie, Poland
Permanent, Full time
Be the first to apply
Competitive
State Street
in Gdańsk, Pomorskie, Poland
Permanent, Full time
Be the first to apply
Competitive
State Street
Client Service Operations Manager, Officer
Purpose of Role:
To ensure that all client deliverables are produced and dispatched on time and in accordance with client service level agreements and agreed quality standards.
To act as the escalation point within the team for all internal State Street and Client related queries. The Client Delivery Operations Manager is expected to take ownership of issues and/or delegate as appropriate.
Responsibility for management and development of staff (Client Delivery Operations Specialists).
Promotion of a 'Risk Excellence' culture within your team

Major Responsibilities:
  • Build strong relationships with clients through the provision of daily operational support and prompt resolution of Custody and Accounting queries;
  • Closely monitor service levels via MI review (IMT responsiveness, aged cash breaks, failed trades etc). Identify trends and ensure timely resolution of all issues to maintain and improve client satisfaction;
  • Collaborate with Centres of Excellence / Shared Service teams to drive delivery of all core client services in line with Client Service Schedule and/or Service Level Agreement;
  • Monitor and evaluate the continuing effectiveness of processes and controls, initiating remedial action as necessary;
  • Provide clear guidance and management of direct reports to ensure they fully understand their responsibilities in terms of work objectives, client deliverables and expected levels of professionalism;
  • Plan and manage all team deliverables;
  • Actively look for areas of improvement and coordinate internally, overseeing implementation of efficiencies;
  • Support client use of State Street tools ensuring alignment with requirements;
  • Oversee the timely and accurate delivery of client custody fee invoices;
  • Proactively engage in Client Change projects and Corporate projects and initiatives relevant to your clients;

Requirements:
  • 4-6 Years in experience in Financial Services or related field;
  • Demonstrated experience in a relevant Client facing role, with an emphasis on Global Custody and Fund Administration;
  • Staff Management experience preferred;
  • IAQ qualified or studying towards;
  • Ability to manage work flow and prioritize daily activities;
  • Ability to capitalize on new ideas of the team and drive execution;
  • Excellent communication skills;
  • Problem solving and attention to detail;
  • Sound understanding of Risk Management principles;
  • Ability to train and develop team;
  • Provide functional expertise when required;
  • Ability to work under pressure in a fast paced environment;
  • Understanding of risk management and controls;

We offer:
  • Employee savings plan;
  • Premium life insurance package;
  • VIP medical package;
  • International operating environment;
  • Language classes;
  • Soft skills trainings;
  • Technical workshops;
  • Development sessions with a mentor;
  • Diversity of opportunities across a range of challenging and highly complex activities;
  • Technical or leadership career pathway.
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