Client Service, Avp - North Quincy, United States - State Street

State Street

Verified Company

North Quincy, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

The incumbent **must** be a member of the LATAM Client Service team proficient in English, Spanish, and/or Portuguese. The role involves building and maintaining strong relationships with internal/external clients, collaborating with teams to identify, analyze, and proactively resolve issues. They are required to participate in process improvement and project-related efforts, ensure procedures are up-to-date, highlight best practices, and liaise with teams on internal and external audits.

Due to the role requirements, this job needs to be performed primarily in the office with some flex work opportunities available.

Spanish, Portuguese, or both are **mandatory**. This position involves working during US Holidays.

Why this role is crucial to us:

You will be part of the Institutional Services function that enables the delivery of a comprehensive, holistic approach to each client relationship — for asset managers, asset owners, insurance companies, and official institutions globally. Our client-facing functions collaborate to provide the best solutions and services the firm has to offer across all locations, products, and capabilities.

Join us if contributing to the enduring client relationships we build is a challenge you are ready to embrace.

What you will be responsible for:

Ensure superior client satisfaction by acting as an advocate for internal and external clients, ensuring the resolution of client issues.
Proactively identify client needs and potential internal issues that could impact client satisfaction.
Consult with clients and internally on new products, services, and industry trends.
Responsible for ongoing review of operational model effectiveness and driving necessary changes.
Work with senior management to keep them informed of new developments, service issues, and business opportunities.
Manage team(s) of client service representatives.
Act as a liaison between business units to ensure successful implementation of service deliverables to clients.
Provide project management support for client-related initiatives.
Manage conversion and new client relationships with minimal input/contact from VP or SVP.
Prepare internal risk and compliance profiles, respond to inquiries from client auditors, and periodically review business operations and controls for accuracy and completeness.
Identify any unusual or potentially suspicious transaction activity, report and/or escalate according to corporate policy and guidelines outlined in relevant operating procedures.
Produce client meeting materials and performance reports.
Comprehensive and demonstrated knowledge of the overall process and operating model for multiple clients within the team.
Act as the point of contact for operational activities and client inquiries.
Monitor and oversee the performance of all business unit Shared Service Teams, global Centers of Excellence, and India operations concerning overall service delivery for clients.
Resolve and escalate open and daily issues, provide solutions within target turnaround timelines.
Maintain and strengthen relationships with internal departments and clients.
Handle Account Administration tasks including account openings, billing set up, tax reclaims/tax documentation, market openings/exits/updates, security registration/system access/ID administration, and FAR set up.
Produce client-customized reports; collect data and generate customer report cards.
Assist with compliance/fiduciary reviews and audits.
Identify and implement consistent operational best practices.
Train and develop new staff.
Provide direction and training to staff, acting as a point of reference for knowledge.
Delegate tasks to appropriate individuals.
Make suggestions to streamline operations.
Assist in developing processes to control or eliminate risk across the business unit.
Continuously update and implement controls and procedures as necessary.
Monitor day-to-day service delivery of Business Unit Shared Service and Centers of Excellence for assigned accounts.
Recognize problems requiring management attention.
Ensure prompt follow-up on exception situations, facilitate timely problem resolution to mitigate risk, and deliver excellent service to clients.
Maintain a high level of performance under pressure.

What we value:

Utilize a 'client-first' mindset to continually improve Client Service and the Client experience, strengthening relationships.
Demonstrate ownership, initiative, and the ability to pe