Act as a point of contact for operational activities and client inquiries. Monitors and oversees the performance of all business unit Shared Service Teams global CoEs and India operations as it relates to the overall service delivery for the clients. Ensure prompt follow up on exception situations and facilitate timely problem resolution to mitigate risk to the corporation and deliver excellent service to clients. Role is primarily a custody oversight position but working knowledge of mutual fund accounting is a benefit.
Act as operational day to day contact in client facing role.
Maintain functional and technical knowledge across multiple disciplines to enable handling of client inquiries
Online support for client-facing applications set up, training, resolving data integrity issues and assisting with new product rollouts.
Production of client-customized reporting; collection of data and production of customer report cards
Identify and resolve work-processing issues. Make suggestions to streamline operations.
Monitor day-to-day service delivery of Business Unit Shared Service and CoEs for client accounts.
Respond in a timely manner to inquiries from operational CoEs, as well as client initiated inquires.
Liaise with COE's, shared service teams and other business units as required to escalate and resolve client's service/ operational issue
Identify and implement consistent operational best practices.
Build and maintain strong client and inter-departmental relationships.
Support service delivery for operational and risk activities i.e. inquiry resolution, requests, account administration activities, online application support, and monitor receivables/billing collections
Support management in servicing client relationships and client operations i.e. research/resolve exceptions, communicate resolution effectively to clients,
Manage risk by maintaining knowledge of and adhering to SOPs and alternate procedures and processes
Handle clients, divisions, corporate operations/ strategies as confidential information according to corporate policy
Produce data to accurately create and maintain scorecards, metrics, risk/compliance and client service reporting
Resolve issues and prioritize actions in the absence of the direct manager
Identify and report all risk and compliance issues, breaches and suspicious activities
Act in accordance with Risk Excellence as part of our Way Ahead foundation
Perform other duties as required
Work in conjunction with individuals on the team as well as other business units, shared services/COEs, outsource partners, external clients as needed to resolve issues/discrepancies and ensure client satisfaction through seamless processing, accuracy, and adherence to all SLAs/internal standards/guidelines
Work collaboratively with teams and management across the company on various projects, oversight, committees, KPIs, etc.
Bachelor's degrees or equivalent.
Must have two years of financial services experience, preferably with custody exposure and knowledge of financial market activities and transactions.
Strong customer service, communication, organizational and problem solving skills.
Must be able to prioritize activities and work well under pressure.
Comfortable leading and motivating others.
Excellent analytical and problem solving skills.
A strong understanding of domestic and international markets.
Experience with Fixed Income, Equity and Derivative Securities.
Excellent verbal and written communication skills.
Proficiency with Microsoft Office in particular Excel, Word & Outlook.
State Street Global Advisors