Client Service Operations Senior Manager, AVP

The Asset Manager Client Services Senior Manager is responsible for the operational and staffing aspects of supervising the Asset Manager Services team and offering a consistent approach to problem solving and meeting agreed service delivery.

Main duties:

• Directly responsible for managing Asset Manager Services teams therefore require strong staff management and client servicing skills.
• Responsible for all aspects related to planning, coordinating and monitoring tasks allocation within the team and other projects.
• Assume responsibility for all operational tasks and for overall client satisfaction of assigned clients.
• Ensure sufficiently trained staff is available to service the client/s and deliver quality service.
• Assume responsibility for the implementation of new projects, improvements.
• Influences decisions and partner with senior managers to implement global solutions across all teams and locations.
• Lead Service Reviews and ad hoc client meetings.
• Act as focal point for contacts and meetings with other departments and external contacts.
• Develop and communicate a clear picture of team goals and approaches to business, based on a clear understanding of client requirements.
• Ensure senior managers are adequately updated on a regular basis regarding all aspects of your work, highlighting all potential risks with possible solutions in a timely manner.
• Take responsibility of team's deliverables, accuracy and timeliness in your daily work.
• Work to tight deadlines in order to meet clients timelines.
• Maintain and develop proper relationships with other departments in State Street Poland and Donor Site.
• Build cooperative and professional internal/external relationship achieving group and client goals.
• Train, coach and instruct junior staff in the department.
• Agree goals for direct reports annually and keep up to date on the Performance Review system during the year.
• Other ad hoc tasks requested by senior manager.

Management of Service Delivery

• Take responsibility for the quality of service to assigned clients.
• Perform and/or monitor quality and internal controls for all team deliverables.
• Provide inquiry and operational support to internal and external clients on complex, high risk asset servicing functions.
• Support Asset Managers trading in multiple instruments and products
• Plan and manage the daily processes and the effective utilization of resources.
• Ensure that Key Performance Indicators are produced and dispatched to Donor Sites as required.
• Review corporate documentation on processes, procedures and controls and evaluate the continuing effectiveness of these and related systems, initiating remedial action as necessary. Ensure documentation exists for any client-specific procedures.
• Monitor errors and potential breaches; complete relevant documentation and ensure training needs are identified and relevant training is carried out. Record the error in the errors log and track progress.
• Maintain accurate records of research, follow up and client interaction.
• Identify operational issues with client impact and escalate for resolution.
• Proactively communicate with clients on matters of interest and importance, developing and enhancing the relationship.
• Identify, implement and support client specific service requirements, bridging the gaps and enhancing the service.
• Have a strong knowledge of asset servicing and global custody operational processes and systems.
• Ensure adherence to Company and Departmental policies and procedures.
• Ensure contingency plans exist for the work of the team and where necessary contribute to the business continuity plans and tests.
• Participate in the development, testing and implementation of new systems and products.
• Assist with planning and management of all relevant project work.
• Identify data or accounts trends for discussion in group meetings.

Communication & Relationships

• Communicate professionally and timely while utilizing proper method of communication with business units and clients.
• Communicate effectively on issues/problems to the Client and to SSC management and ensure a proper and timely follow-up to ensure resolution.
• Own the client service experience for internal and external client and build strong relationships.
• Interact with Clients.
• Provide appropriate management information required to support business unit decision making.
• Contribute actively in team activities, drive sharing experiences and ideas.
• Display a culture of individual ownership of tasks to embed a clear individual sense of accountability in performing the role.
• Ensure the highest level of the Code of Conduct is displayed in your behavior.
• Promote a culture of transparency when dealing with clients , management , auditors and regulators
• Support the "Risk Excellence" culture within the business. Partner with Risk and Reporting team to identify and proactively resolve recurring client issues

Organization

• Strong customer service, communication, organizational and problem solving skills.
• Developing solutions and providing counsel to ensure effective decisions are reached by employing timely, rigorous and logical analysis.
• Flexibility in working outside of own responsibilities and area of expertise.
• Independent management of the group of experts.
• Ability to multitask, ensure accuracy and execute against pre-determined deadlines.
• Work independently to research and resolve problems considering multiple avenues for resolution.
• Ability to work with moderate guidance, accountable for individual results and impact on work group.
• Ensure contingency plans exist for the work of the team and where necessary contribute to the business continuity plans and tests.
• Adhere to clean desk policy, data privacy policy and thorough record keeping.

Required skills/qualifications:

• Graduate in business related/accounting/finance studies, or other related discipline
• 6-8 years of related experience in asset management services or investment management services, including previous experience in managing staff
• CIMA/CFA accreditation would be an advantage
• Client service and solutions driven mind-set.
• Excellent English and Polish written and verbal communication skills.
• Strong communication skills to audiences of different levels of seniority
• Good management, leadership and team working skills
• Excellent analytical, research and problem solving skills.
• Flexibility in working outside of your responsibilities to assist the team.
• Must be self-motivated, adaptable and show initiative in different circumstances and under pressure.
• Ability to deal with global operating parties in an efficient manner, considering cultural differences.
• PC literate and competent in use of spreadsheets and word processing. Good technical skills in using MS Office.
• Strong organizational skills as well as team orientation.