SVP Client Success Integration Lead

3 weeks ago


London, Greater London, United Kingdom State Street Full time
Position Overview

At State Street, we're on a mission to help our clients navigate the complexities of the financial world. As a key member of our team, you'll play a critical role in shaping our client-centric approach and driving business growth.

As the Client Success Integration Lead, you'll be responsible for leading a multi-year, enterprise-wide strategic effort to enhance our client experience, commercial orientation, organizational effectiveness, and operating model for relationship management and client service functions. This role will require you to establish best practices and ensure the sustainable success of our integrated teams.

Key Responsibilities
• Drive enterprise-level, cross-functional executive alignment of objectives for the relationship management (RM) and client service (CS) functions at State Street, and support a client-centric culture.
• Transition the operating model from the current state to the future state with minimal impact to client NPS throughout the transition timeline, while also considering employee engagement.

• Oversee every aspect of the program from conception to implementation, which will include ensuring workstream implementation teams are created, ensuring project milestones are delivered, and implementation budgets are met:
• Initiate and set goals for the program according to the strategic objectives set by the Sponsors.
• Plan the program from start to finish, involving setting deadlines, milestones, and deliverables, and identifying stakeholders.
• Monitor performance and determine the need for improvements in delivery by workstream leads.
• Apply program change, risk, and resource management principles and STT Methodology when needed.
• Keep stakeholders informed with detailed and accurate reports or presentations on program status.

Qualifications
• 15 years' experience running and transforming large-scale business organizations, particularly distribution functions, commercial offices, client-facing support functions.
• Demonstrated success and overall accountability for running strategic initiatives and meeting or exceeding corporate business objectives.
• Experience successfully building and leading high-performing Customer Success functions.
• Ability to drive operational rigor and financial metrics with the team.
• Strong executive c-level relationships with customer business leaders.
• 15+ years' experience working cross-functionally and engaging and collaborating across different functions along the journey.
• Transition experience identifying business objectives and solving business challenges.
• Ability to adapt and operate effectively in ambiguous and rapidly changing environments.
• Ability to create repeatable delivery mechanisms to execute at scale.
• Willingness to roll up sleeves to get critical tasks in hand and remove roadblocks for team members.
• Experience integrating with other commercial functions in developing and implementing account strategies and customer success plans.
• Reputation as a strong collaborator, communicator, and influencer, able to positively work across a global organization.

About State Street
We're a leading global financial services institution, and we're committed to helping our clients achieve their financial goals. We provide investment servicing, data and analytics, investment research and trading, and investment management to institutional clients. Our teams work together to provide innovative solutions that drive business growth and improve client outcomes. We're proud of our diverse and inclusive culture, and we're committed to making a positive impact in the communities we serve.

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