Client Service, Avp

Who we are looking for

The incumbent will be a member of the LATAM Client Service team proficient in English, Spanish and/or Portuguese - building and maintaining strong relationships with internal/external clients and collaborating with teams to identify, analyze and proactively resolve issues. They will need to identify and participate in process improvement and project related efforts. Ensure procedures are up to date highlighting best practices and liaise with teams on internal and external audits. Additionally, prepare periodic reporting for internal/external, identify and report risk issues, breaches, and suspicious activities.

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 is mandatory. This position requires working during US Holidays****

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

• Ensure superior client satisfaction by acting as an advocate for internal and external clients and ensuring client issues are satisfactorily resolved.
• Proactively identify client needs and potential internal issues which could impact client satisfaction.
• Consult with client and internally on new products, services and industry trends.
• Responsible for ongoing review of op model effectiveness and driving required changes
• Work with senior management keeping them informed of new developments, service issues, and new business opportunities.
• Ensures fee schedules are properly implemented, and receivables are collected in a timely manner.
• Responsible for managing a team(s) of Client Service representatives.
• Acts as a liaison between business units to ensure successful implementation of service deliverables are being provided to the clients and the team.
• Provides project management support for client related initiatives.
• Manages conversion and new client relationships with minimal input/contact from VP or SVP.
• Prepares internal risk and compliance profiles, responds to inquiries from client auditors and periodically reviews business operations and controls for accuracy and completeness.
• During the course of normal day to day operation, be responsible for identifying any unusual or potentially suspicious transaction activity and must report and/or escalate in accordance with corporate policy and guidelines detailed in relevant operating procedures.
• Production of client meeting material and performance reporting
• Comprehensive and demonstrated knowledge of overall process and operating model for multiple clients within the team
• Acts as point of contact for operational activities and client inquiries.
• Monitors and oversees the performance of all business unit Shared Service Teams, global Centers of Excellence and India operations as it relates to the overall service delivery for their clients.
• Resolve & escalate open and daily issues and provide solutions within the target turnaround timelines
• Maintains and strengthens relationships with internal departments and clients
• Online support for various client-facing applications, set up, training, resolving data integrity issues, assisting with new product rollouts.
• Account Administration including account openings, billing set up, tax reclaims/tax documentation, market openings/exits/updates, security registration/system access/ID administration and FAR set up
• Production of client-customized reporting; collection of data and production of customer report cards
• Assist with compliance/fiduciary reviews and audits.
• Identify and implement consistent operational best practices.
• Train and develop new staff.
• Provides direction and training to staff and act as point of reference for knowledge
• Delegates tasks to appropriate individuals
• Make suggestions to streamline operations.
• Help develop processes to control or eliminate risk across business unit
• Constantly 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.
• Ability to recognize problems that need the attention of management
• Ensure prompt follow up on exception situations and facilitate timely problem resolution to mitigate risk to the corporation and deliver excellent service to clients.
• Must maintain high level of performance under pressure

What we value

• Utilize ‘client first’ mindset - continue to improve Client Service and the Client experience to deepen relationships with clients
• Demonstrate ownership and initiative, be able to perform well under pressure and simultaneously handle multiple assignments in a deadline driven environment.
• Demonstrated managerial, leadership and decision-making abilities.
• Proven ability to motivate and develop employees.
• Strong interpersonal and communication skills and a passion for Client Service
• Strong verbal and written communications skills and experience with client presentations a must.
• Strong problem resolution and analytical skills
• Extensive knowledge of all products services and processes.
• Working knowledge of financial securities markets, language and products as well as legal and regulatory requirements.
• Ability to effectively bring individuals from multiple areas together to resolve identified issues. Communicates clearly and effectively in all written and verbal correspondence
• Must constantly strive to increase knowledge and skill levels
• Maintains open communication with co-workers and superiors

Education & Preferred Qualifications

• BS/BA degree required, MBA desirable.
• Must have a minimum of 7 years of related experience, preferably in financial services industry.
• Knowledge of financial services computer systems, financial operations and/or mutual fund and related industries will be considered a strong plus.

Additional requirements

• Spanish, Portuguese or both is mandatory
• This position requires working during US Holidays.
• Ability/process of accurate pipeline management from initial lead to close
• Ability to work within a collaborative environment to achieve results
• Ability to manage and influence colleagues and virtual team members
• Willingness for regular business travel

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 fulfill 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.

Salary Range:

• $80,000 - $132,500 Annual
• The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

For further information, and to apply, please visit our website via the “Apply” button below.