Client Service Manager, Assistant Vice President

Who we are looking for

Our team is rapidly growing and we are seeking a Client Service Manager to join the team. We are looking for a person who has excellent relationship and communication skills, able to work independently in order to manage client relationships. The Client Service Manager will be responsible for monitoring the service quality levels and ensuring the core services are being provided with quality and on a timely manner.

This role can be performed in a hybrid model, where you can balance work from home and office to match your needs and role requirements.

Why this role is important to us

You will be joining the Institutional Services function that allows us to deliver a comprehensive, holistic approach to each client relationship — for asset managers and asset owners, insurance companies, and official institutions globally. It means our client-facing functions work together to bring the very best solutions and services the firm has to offer — across all of our locations, products, and capabilities.

Join us if making your mark on the long-lasting client relationships we build is a challenge you are up for.

What you will be responsible for

As Client Service Manager you will
- Develop and stay current with State Street strengths that differentiate us from the competition
- Maintain a high level understanding of all State Street products and services from complex back office outsourcing to bundled custody & fund accounting services
- Develop, agree and lead customer account for State Street Bank Luxembourg's customers, work closely with other departments within Investment Services and the rest of State Street.
- Be accountable product and service excellence, enabling the unified model that joins Client Service and Delivery around a common culture
- Act as first line of defense in service delivery issues
- Own the overall operating model framework and drive operating model improvements
- Monitor service quality levels (governance call, SLAs, errors tracking, etc..)
- Connect client with STT expertise on fund structures, regulatory, accounting and administration considerations, market operations and securities processing
- Engage appropriate parties for resolution
- Primary escalation point for clients’ GD service issues. Secondary escalation for Transfer Agent related issues
- Manage new business onboarding and fund change events
- Review, cleanse and report on client KPIs
- Discuss KPI results and implications with client
- Connect client with STT expertise on fund structures, regulatory, accounting and administration considerations, market operations and securities processing
- Ensure incidents are logged in a timely manner and follow up on remedial actions
- Ensure KYC/AML tasks are duly performed about the customers to cover and that all legal documentation i.e. fees schedules and agreements, is duly signed and stored in the bank
- Act as Local Relationship Manager (where necessary)
- Own and Orchestrate the Client Relationship
- Own Commercial & Legals
- Actively follow-up the invoicing of our clients to ensure receivables are duly collected
- Ensure regular reviews of service quality take place between the customer and the State Street customer service delivery team.
- Represent State Street in all industry/marketing events as and when necessary.
- Attend industry forums and externals events (e.g. conferences) as and when appropriate
- Work in tandem with the Sales team and when necessary.
- Provide SME support for RFP projects and due diligence meetings

What we value

These skills will help you succeed in this role:

- Ability to build and manage the client relationship and communicate effectively to key State Street stakeholders
- Fluent in English, any other language will be a plus
- Excellent relationship and communication skills
- Strong organizational skills
- Able to work independently
- Able to work under pressure and to respect deadlines
- Proven ability to self-develop competencies and keep abreast of industry initiatives

Education & Preferred Qualifications
- 5 or more years of financial services industry experience
- Experience with the RFP process
- Good knowledge of State Street Operational environment
- Possesses a knowledge of State Street's products and services

We truly believe in the power that comes from the diverse backgrounds and experiences our employees bring with them. Although each vacancy details what we are looking for, we don’t necessarily need you to fulfil all of them when applying. If you like change and innovation, seek to see the bigger picture, make data driven decisions and are a good team player, you could be a great fit.

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 a