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Client Success Integration Lead, SVP

2 months ago

London, UK, United Kingdom State Street Corporation Full time
Across the globe, institutional investors rely on State Street to help them manage risk, respond to challenges through solutions, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged professionals are essential to our success.

Our commitment to maintain an environment where every employee feels valued and able to meet their full potential infuses our company values. It's also part of our commitment to inclusion, development and engagement, and corporate social responsibility. You'll have tools to help balance your professional and personal life, paid volunteer days, and access to employee networks that help you stay connected to what matters to you. Join us.

Position Overview Lead a multi-year, enterprise-wide, cross-functional strategic effort to improve the client centricity, commercial orientation, organizational effectiveness and operating model for the relationship management and client service functions at State Street. This role will be responsible for ensuring the sustainable success of the integrated teams, including establishing best practices.

Primary 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 operating model from current state to future state with minimal impact to client NPS throughout the transition timeline whilst also considering employee engagement. In developing the future state operating model, activities will encompass cost and revenue drivers, process improvements, technology enablement, people and culture.
  • Oversee every aspect of the program from conception to implementation which will include ensuring workstream implementation teams are created, ensure 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
  • Organizational Design - ensure a uniform global organizational model for the integration between the Chief Commercial Office and Global Delivery is delivered
  • Client Change - Determine the Client Change operating model and identifying possible org design to deal with client changes consistently on a global basis.
  • Onboarding - Clarify the role of the Commercial Office in onboarding, installation, immediate post implementation hyper-care and off boarding, and ensure design of the optimal operating model
  • IT Enablement - lead the solution to create an integrated technology solution between the Chief Commercial Office (Relationship Management & Client Service) and Global Delivery functions to create greater efficiency and effectiveness both internally and externally (clients)
  • Act an ultimate arbiter of IT tool options made available by various stakeholder groups for a 'fit for purpose' solution
  • Employee Sentiment: work with GHR and Internal Communications to ensure a plan is in place to support employees through the transition and improve engagement pre and post the change impact from the program
  • Collaborate with executive leadership in the Commercial Office, Operations and Technology to ensure alignment on strategy and effective delivery.
  • Advise and coach executive leaders on how digital transformation can help optimize CS delivery to create greater effectiveness and efficiencies.
  • Develop metrics (KPIs) and reporting supporting the following objectives:
  • Improving client net promoter scores in aggregate
  • Reducing the aggregate cost to serve our clients (in the commercial office)
  • Improving employee engagement scores within the relationship management and client service functions (globally)
  • Supporting revenue growth by driving digitization, thereby creating greater capacity for business development amongst RM and CS teams
  • Deliver improvement in results against aforementioned KPIs.
  • Onboarding - Clarify the role of the commercial office in onboarding, installation, immediate post implementation hyper-care and off boarding, and ensure design of the optimal operating model
  • IT Enablement - lead the solution to create an integrated technology solution between the Chief Commercial Office (Relationship Management & Client Service) and Global Delivery functions to create greater efficiency and effectiveness both internally and externally (clients)
  • Act an ultimate arbiter of IT tool options made available by various stakeholder groups for a 'fit for purpose' solution
  • Employee Sentiment: work with GHR and Internal Communications to ensure a plan is in place to help employees through the transition and improve engagement pre and post the change impact from the program
Qualifications - To be successful in the role:
  • 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 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.

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
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.