Client Service Operations Manager

Shabreen Taj recrute

Description de l'offre

Share responsibility for problem resolution requiring other STT team’s input Provide functional expertise when possible and introduce client with other STT experts as needed Work with clients and other STT teams to deliver and define client service parameters (e.g. interaction model) Identify and escalate service level issues to higher management (large/repeated errors, service changes)

Complément d'information

State Street Corporation (NYSE: STT) is the world’s leading provider of financial services to institutional investors including investment servicing, investment management and investment research and trading. With $27.48 trillion in assets under custody and administration and $2.38 trillion in assets under management as of March 31, 2014, State Street operates globally in more than 100 geographic markets and employs 29,530 worldwide. For more information, visit State Street’s website at http://www.statestreet.com/.

Individual Accountabilities

Provide coaching and development opportunities to staff
Has accountability and responsibility for completing and delivering PPRs on time
Make effective recommendations to hire, discipline, control work and terminate employment
Make effective recommendations for promotions, salary increases and bonuses
Encourage team to speak up and challenge without negative consequences
Share resources in support of broader corporate objectives
Review exceptions and approve client deliverables
Share expertise with the team by teaching and explaining new concepts
Ensure the team reports and escalates exceptions/risk incidents in a timely manner
Ensure accurate client deliverables are achieved on time
Delegate work to the team and monitor overtime
Strong understanding of the operation workflow and motivates team to improve its operation
Strong communications with internal and external clients
Champion continuous improvement by ensuring the team participates in training and PDCA process
Maintain up to date procedures and ensure self-testing is properly executed
Responsible for daily activities and beyond (COE interaction, Oversight etc.)
Complete daily operations linked to complex Client servicing requirements
Responsible for co-ordinating team work and overtime (not budgetary aspects)
Complex problem solving & decision making
Primary contact for audit and internal control department
Owner of small to medium sized projects and or contributor to complex project
Perform other duties as required
Shared Accountabilities