IMS Client Service Manager, AVP

Job Description: ttThis is a varied position with a high level of responsibility leading the IMS Client Service team in Singapore. The Client Service Manager willact as client service owner for assigned IMS clients and first point of client escalation for a variety of global and regional IMS clients requiring APAC market support. ttThe Client Service team helps to manage the quality and effectiveness of the servicing of the client relationship across a range of middle office and custody functions. The team is responsible for monitoring service delivery to clients proactive management of service issues and the resolution of all client initiated queries. Within this role there will be exposure to all divisions within State Street including Custody Fund Accounting/Administration Investment Manager Services and Performance. This will be strong development opportunity for the right candidate. Roles And Responsibilities: Client facing responsibilities : ttEnsure all client inquiries and issues are proactively reviewed and resolved in a timely and satisfactory manner ttServe as escalation point for client and internal functional teams on time critical and high dollar value issues ttProduce monthly MIS/KPI reporting across all clients and lead monthly service reviews with client ttCapture any client complaints or repeat servicing issues and work with operational teams (including Transaction Management Corporate Actions Income Data Integrity and Change Management) to develop mitigation plans to address and resolve client concern and present updates within service review ttOwnership of the client incident reporting process for respective clients ttEnsure all daily and monthly services are delivered in accordance with relevant client SLA's ttWork with IT department to ensure efficiency and timeliness in our IT processes and prompt resolution of issues ttIdentify customized support requirements that deviate from standard servicing model and evaluate opportunity to automate or align to a core process; also ensure that functional teams have awareness of any specific client requirements ttFor global client relationships participate in any global servicing calls internal as well as external and be able to present and/or respond to any servicing issues impacting client in APAC region; also have awareness of strategic initiatives that will impact servicing and present updates to client as necessary ttFor global client relationships liaise with client servicing teams in other global locations on mutually shared clients to address any open issues in a follow-the-sun servicing model ttServe as regional lead for Direct Lending Operations (DLO) for global confidential client supporting Securities Lending activities in APAC markets ensuring timely settlement of loan returns and sufficiency for onward delivery; organize operational readiness and daily update calls for quarterly MSCI Re-balances that requires additional focus on key risk markets to minimize buy-ins and market penalties for settlement failure ttPartner with internal operational teams to support client entering new markets trading new products and other strategic initiatives or change requests ttMonitor client inquiry trends and recommend remedial actions that will improve ongoing client satisfaction ttBecome a MySS Product Champion and develop strategies to increase client utilization of self-help tool and provide training to client as required Staff management and administration responsibilities : ttResponsible for direct management and development of staff and interns assigned to team (currently 5 FTE and 2 interns assigned to IMS Client Service team) ttSupport onboarding of new staff and implement training development and succession plans as well as retainment and staff engagement strategies ttEnsure well defined and updated procedures for any operational or processing tasks conducted by team ttContribute to team initiatives to improve efficiency (Lean) and risk/control framework ttAlign servicing models with the other regional Client Service teams and support the development of a 'best practice' Client Service model across APAC ttEmbrace the implementation of the IMS Global Operating Model and Beacon initiatives ttDevelop and test Business Contingency Plan to ensure services expectations from clients are always maintained during disruption situations ttFacilitate cross training across all Client Service functions in the team and region ttWork effectively with peers locally and across the region to achieve common goals ttInfluence the team positively while enhancing the work culture The Candidate: ttThe characteristics of this role are:tt ttttProvide a high standard of client service to our internal and external clients ttttAdaptability and ability to work across different business lines ttttEmbrace State Street's "corporate values" and support a work environment reflective of those values ttttCommunicate effectively with clients custodians brokers managers and peers within State Street ttttBe a strong team player and demonstrate dedication to group and company goals ttttDemonstrate professional maturity and effective time management ttttDemonstrate the ability to analyse a problem obtain and evaluate information and reach sound conclusions ttttBe a key contact for the client in escalations and complex market questions ttttDemonstrate understanding of both custody and middle office roles and responsibilities in relation to the services offered to our clients ttttUnderstand core middle office servicing responsibilities vs customized solutions t ttFurther the ideal candidate will have the following attributes:tt ttttExcellent attention to detail ttttSuperior communication skills ttttMust be responsible and take ownership of all allocated tasks ttttMust be organised and able to multi-task and work to tight deadlines ttttMust be pro-active and a problem solver ttttMust demonstrate highly professional behaviour when dealing with all key stakeholders ttttMust be flexible often dealing with ad-hoc queries from clients ttttMust demonstrate an understanding of the risks involved in the processes and reflect this in their approach to work prioritisation ttttStrong team player t Qualifications & Experience : ttProven track record in a financial services environment with client service and/or qualified operations based experience with a minimum 5 years' industry and client service experience ttDemonstrated market knowledge and understanding of the investment management industry ttUnderstanding of Middle Office operations processes and deliverables with knowledge of custody and fund administration a very desirable attribute ttGood understanding of State Street Operations - technical systems policies and procedures - is an advantage ttProven ability to communicate in a clear concise and professional manner at all levels ttExcellent presentation and relationship building skills ttStrong time management skills with the ability to prioritise under pressure ttExperience in account or relationship management is certainly a merit