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 competitionMaintain a high level understanding of all State Street products and services from complex back office outsourcing to bundled custody & fund accounting services < This should be bullet point text summarizing most important responsibilities>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 cultureAct as first line of defense in service delivery issuesOwn the overall operating model framework and drive operating model improvementsMonitor 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 processingEngage appropriate parties for resolutionPrimary escalation point for clients’ GD service issues. Secondary escalation for Transfer Agent related issuesManage new business onboarding and fund change eventsReview, cleanse and report on client KPIsDiscuss KPI results and implications with clientConnect client with STT expertise on fund structures, regulatory, accounting and administration considerations, market operations and securities processingEnsure incidents are logged in a timely manner and follow up on remedial actionsEnsure 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 bankAct as Local Relationship Manager (where necessary)Own and Orchestrate the Client RelationshipOwn Commercial & LegalsActively follow-up the invoicing of our clients to ensure receivables are duly collectedEnsure 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 appropriateWork 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 stakeholdersFluent in English, any other language will be a plusExcellent relationship and communication skillsStrong organizational skillsAble to work independentlyAble to work under pressure and to respect deadlinesProven ability to self-develop competencies and keep abreast of industry initiatives

Education & Preferred Qualifications

5 or more years of financial services industry experienceExperience with the RFP processGood knowledge of State Street Operational environmentPossesses a knowledge of State Street's products and services

Are you the right candidate? Yes!

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 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.

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