Client Service Operations Senior Manager, AVP

Employer
State Street
Location
GdaƄsk, Poland
Salary
Competitive
Posted
Oct 16, 2019
Closes
Oct 24, 2019
Ref
6677231
Job Function
Operations
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
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.