Client Service Specialist, Senior Associate

4 weeks ago

Hangzhou, China State Street Full time

Who we are looking for

We are currently looking for an experienced Client Service Manager to join our Client Service Team

Why this role is important to us

State Street Global Services, provides asset owners and managers with a wide range of support, from core custody, accounting and fund administration to complete servicing for complex alternative assets like OTC derivatives and private equity. We also deliver innovative performance measurement and analytics tools, giving our clients information they need to make better-informed decisions. State Street is among the world’s leading institutional investment servicing providers.

State Street Global Services, provides the essential financial infrastructure for delivering effective investment servicing solutions globally. Our capabilities in asset servicing, operations outsourcing and analytics enable our clients to manage operational risk, optimize their cost structures, enhance the value of their services and act on growth opportunities – across all major markets. Our combination of consistency and creativity is what helps our clients face the future with confidence

Job Expectations

This is the SME role responsible for monitoring the daily Delivery service of their client(s), managing and resolving operational inquiries, performing service governance, and supporting client access management.

  • Monitor and drive accountability for end to end service delivery.
  • Partner with Process and Product teams to resolve issues and ensure ownership of timely and accurate service delivery.
  • Manages operational inquiries to drive timely resolution, coordinating with internal teams and resolving issues as needed.
  • Manages Delivery metrics for assigned clients and prepare Monthly KPI reporting, ensuring issues are being researched and resolved within SLAs.
  • Implements best practices in technology and processes as identified by remediation plans or CS manager.
  • Escalates issues / incidents as necessary and ensures Client Service Manager is informed of any existing or potential client issues.
  • Adhere to corporate policies, guidelines, and risk and compliance programs.
  • Implement effective communication across delivery organization on behalf of client initiatives and internal change events.
  • Support client access process to ensure meeting SLA deadline, assist on troubleshooting client access issue by working collaboratively with internal CS and IT teams.

What we value

  • Strong leadership skills - the candidate must be very comfortable with taking on responsibility and accountability.
  • Strong communication skills - there is a significant amount of interaction with clients, senior management and other key stakeholders.
  • Strong change agent – the team and company generally are undergoing a significant amount of change and transformation in terms of processes, operating model and business requirements. We need someone who is willing to embrace and address these challenges.
  • Strong technical, critical thinking and creative thinking skills – the range of daily issues as well as the need to come up with creative solutions to client requests requires an adaptable and creative approach.

Education & Preferred Qualifications

  • The successful candidate will have experience in custody / fund accounting / fund administration environment with significant exposure to both BAU tasks and client services.
  • Our Business needs you to help drive our APAC strategy forward and successfully achieve our corporate goals. Your ability to lead, motivate and inspire others to achieve these goals coupled with your dedication to contributing to team success will see you excel in this role.
  • You will possess a high level of professional maturity and be able to communicate with clients, managers and peers as well as demonstrated stakeholder management experience.
  • Previous financial services experience and market knowledge are essential.
  • Your related degree qualifications or business studies will be highly desired.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

For further information, and to apply, please visit our website via the “Apply” button below.

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