State Street Investment Management

The Head of Client Support manages the Client Support team within the SSGA Boston Shareholder Services team and works closely with Client Trading, portfolio managers, operations teams, custody teams, and other internal and external clients. The Head of Client Support is expected to be client focused, proactive; solutions oriented and demonstrate sound judgment on issue escalation and resolution.

Job Description:

• Manage the Client Support team members and processes which include inquiries, exceptions and NIGO (not in good order) handling, Transaction Security Form management, FTTOP (Funds Transfer and Transaction Origination Protocol), and market effect.

• Apply understanding of complex internal structures and context surrounding information being processed to perform daily activities

• Guide team in appropriately responding to client inquiries focusing on swift resolution, clear and concise communication, and a client-friendly tone while upholding operational and service-level standards

• Maintain working knowledge of overall process operating model and develop and implement new initiatives. Assists with process re-engineering and systems integrations and deployments while understanding downstream implications to other areas and applications as a result of the changes

• Participate in system enhancement and testing, including coordinating occasional evening and weekend production moves

• Ensure team members have a clear understanding of the risks inherent in the work that they do and delegate appropriately, encouraging ownership, accountability, and professional development

• Deliver training and coaching to team; hold regular team meetings and one on one meetings with each team member to foster engagement and identify areas of improvement and cross-training

• Foster an environment of continuous learning grounded in teamwork and knowledge sharing; be adaptable to change as well as a change agent

• Ensure team is achieving response times and meeting pre-determined deadlines and internal standards; review and improve metrics to quantify volume and quality of work done

• Conform with the risk escalation chain for operational issues and suspicious transactions

• Responsible to hire and manage team members, make recommendations for promotions, salary increases, bonuses, and discipline as necessary etc.

• Work across business units internally to define best practices and provide training across teams to enhance the client experience for the duration of the relationship

• Assist with organizational change by providing analysis of current state roles, responsibilities, and risks and participate in creating a vision for an efficient and scalable operating model for the future

• Perform other duties as needed

Requirements:

• 10+ years of experience in investment management with a specific focus on investment operations and 3+ years of management experience.

• Strong business judgment, including the ability to synthesize complex issues, effectively balance competing objectives including the ability to communicate such issues to staff and senior management

• Solid understanding of complex investment issues and investment vehicles with a desire to continuously improve investment knowledge

• Strong technical expertise and investment knowledge along with understanding of marketplace nuances

• Excellent organizational and execution skills including the ability to prioritize and multi-task under time constraints

• Ability to develop and maintain collaborative and professional relationships with internal and external global clients and colleagues

• Problem solving skills in terms of understanding client objectives and developing effective and appropriate solutions to meet those objectives while balancing the inherent risks to State Street

• Experience with system migration including defining business requirements, coordinating in-depth testing and feedback, implementing procedures and training, and executing on the conversion from legacy systems to the future state

• Knowledge of SSGA specific applications, fund structures, and Operations workflow is preferred

• Excellent collaborative, interpersonal, organizational, and communication skills (written and verbal)

• Strong attention to detail

• Team player with a positive can-do attitude

• Bachelor’s Degree or equivalent experience

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 Global Advisors

What We Do. As the asset management arm of State Street Corporation, State Street Global Advisors has served the world’s governments, institutions and financial advisors for over four decades. With a rigorous, risk-aware approach built on research, analysis and market-tested experience, we build from a breadth of active and index strategies to create cost-effective solutions. As stewards, we help portfolio companies see that what is fair for people and sustainable for the planet can deliver long-term performance. And, as pioneers in index, ETF, and ESG investing, we are always inventing new ways to invest. As a result, we have become one of the world’s largest asset managers with trillions of dollars under our care.

Our Mission. At State Street Global Advisors our mission is to invest responsibly to enable economic prosperity and social progress. We are driven by a desire to help our clients, and those who rely on them, achieve a better future. We have a long history of developing innovative investment strategies to provide our clients with reliable and transparent returns, cost-effectively, and without excessive risk.

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.

Company: State Street Global Advisors

Salary Range:

$110,000 - $170,000 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.

Job Application Disclosure:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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