Alpha Service Lead, Vice President

Job Description Summary

• The reports into Global Client COO as part of the overall SSGA Client Service Group within the Global Client Division Group.
• Responsible for developing and delivering an integrated global operating model across the STT middle office functional groups in order to provide SSGA with a consistent level of client service in line with client agreements, STT standards and a superior risk-culture.
• Provide an overarching global governance framework to enhance locally delivered service and support
• Act as the primary contact for SSGA from an IMS relationship and escalation perspective
• Lead client initiatives and strategies through to implementation and client issues through to resolution; included operating model enhancements, new business opportunities (new client, transition to STT), and strategic initiatives
  
  

Job Description Detail

• Create effective multi-location multi-time zone operations strategy and governance to support achievement of client KPI’s and SLA’s and achievement of the highest levels
• Prioritize service objectives for the client and provide leadership and direction to ensure that all project deliverables and recommendations are consistent with overall corporate goals and objectives.
• Work directly with GCOO on a strategic and tactical basis to enhance current products, operating models or additional new services to meet the client’s business needs both operational and strategically.
• Manage IMS business relationships with key client representatives and leverage relationships with senior individuals across State Street and client organizations. Set expectations and monitor IMS service levels.
• Interface regularly with business and technology units to review and analyze operational challenges and technology developments. Work with business leaders across all sites and jurisdictions to achieve optimum service results and improve client sentiment. Identify and implement solutions to enhance operating leverage and scale for each client.
• Review and process all IMS Change Management Requests from the client, provide business / operational analysis, costings, prioritization and manage client’s expectation.
• Act globally with local CS leads and the IMS Management Team to identify and analyse business / client trends and work together to conclude and implement best practice for the group.
• Support where appropriate the Global Relationship Manager for the client, the GCOO, the Client Executive, Product Managers and Business Managers in the sales process
• Support for audit and due diligence activities
• Instill a culture and environment of risk excellence