Who we are looking for

The Client delivery VP position is a management role responsible for several teams of client delivery representatives providing both relationship management and daily operational support to our asset owner clients. VP will also responsible for their team’s oversight, process improvement strategies, problem resolution and serve as an escalation point for external and internal clients.

The role will be based out of Hyderabad/ Bangalore and lead a function of about 80 FTE.

Why this role is important to us

The team you will be joining is a part of State Street Global Services (SSGS). SSGS gives asset owners and managers access to the essential financial tools they need to deliver effective investment solutions. From core custody, accounting, fund administration and shareholder recordkeeping, to complete operations solutions and servicing for alternative assets like OTC derivatives, private equity and real estate, SSGS’ tools help our clients make better investment choices and act on growth opportunities.

Join us if making your mark in the financial services industry from day one is a challenge you are up for.

What you will be responsible for

• Responsible for managing multiple external client delivery relationships.
• Will have oversight over several client pods and will be responsible for service delivery across client pods
• Work with other global service teams to provide the expected level of inquiry resolutions to the asset managers.
• Responsible for the day to day management and successful oversight of the long-term relationships of assigned accounts.
• Proactively defines roles for the team in line with service levels and corporate initiatives.
• Responsible for managing the team of client service representatives and managers.
• Ensures superior client satisfaction by acting as an advocate for clients and ensuring client issues are satisfactorily resolved.
• Proactive identification of client needs and potential internal issues impacting client satisfaction.
• Works closely with internal teams and clients to drive execution of initiatives.
• Facilitates communication between Client Service Operations & other business units to ensure an effective operating environment. Works with senior management keeping them informed of new developments, service issues, and new business opportunities.
• Provides project management support for client related initiatives.
• Acts as a liaison between business units to ensure successful implementation of service deliverables are being provided to the clients and the team.
• Manages internal and client expectations and handles escalations effectively and comprehensively.
• Manages conversion and new client relationships with minimal input/contact from MD or SVP.

Continuous Improvement

• Drive process-engineering and technology enabled transformation efforts to improve client experience across the segment (internal) based on KPI and error trending

Communication/Governance

• Deliver internal operational KPI reporting and host governance meetings with client service organization
• Ensure that the highest level of the Code of Conduct is displayed in self and Team’s behavior
• Provide appropriate management information as required to support business unit decision making
• Support the ‘Risk Excellence’ culture within the business
• Adhere to limits of delegation and escalation procedures required by your manager so that you comply with internal policies and external regulation

What we value

• Motivation, team skills, ability to work under pressure, etc.
• Self-Starter, Team Player, Team Builder, Infuse motivation, Team Management and Difficult conversation handling skills
• Equal opportunity creator
• Demonstrate level playing ground without any form of discriminatory behavior
• Ability to accept feedback and work on it for individual development purpose

Education & preferred qualifications

• Bachelors finance degree required. MBA desirable
• Must have a minimum of 15 years of total related experience in the financial services industry.
• Projects/ transition experience preferably in a US centric captive unit of a major financial company in India.
• Strong front end / middle office client services exposure in the past will be a positive
• Experience in relationship management, strong verbal and written communications skills, and good presentation skills is a must.
• Must possess leadership and management skills

Time of work:

• Primary Hours 5 PM to 2 AM (India Time)
• But should be flexible to work in variety of shifts in line with Client's and Management Requirements

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 by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs 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 perspectives 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 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 programs 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.