What you will be responsible for

This is a management position within CS HZ responsible for managing the daily running of a group of CS members, executing and overseeing key functions of CS, taking a leadership role and working with our partners to meet the business unit goals and objectives.

As Client Service Manager you will

·         Deliver highly valued services and solutions to clients to ensure quality services are consistently delivered and clients are offered State Street’s full range of services as their needs and our services evolve

·         Manage activities in servicing client relationships and client operations i.e. respond to escalated issues, communicate resolution to clients, monitor metrics around inquiries being resolved at point of contact, and escalate unresolved issues to senior management as needed

·         Keep senior management informed of new developments, service issues, and new business opportunities

·         Facilitate cross-functions/teams communication to resolve client issues/queries and deliver high quality services

·         Promote a collaborative cross-business and jurisdiction environment that fosters change and innovation

·         Provide Subject Matter Expertise for new business on-boarding and other projects as required

·         Drive relevant project work to improve client service

·         Review broad array of operating standards driving innovation, strategic opportunities and best practices

·         Effectively deliver key messages & communication to ensure relevant parties are informed of any client’s activities

·         Ensure team members improve their ability to execute all aspects of the CS functions by supporting cross training.

·         Lead continuous evaluation of team operations, encouraging innovative ideas to enhance efficiency, reduce risk or increase revenue

·         Be accountable for all aspects of resources planning including cross training, resource sharing and tasks rotation.

·         Be accountable and responsible for staff development and retention.

·         Assist with compliance/fiduciary reviews, controls, and audits as appropriate

·         Sound risk and compliance controls with immediate resolution of non-compliant items identified

·         Perform other duties as required

What we value

·         Strong leadership skills - the candidate must be very comfortable with taking on responsibility and accountability, as well as escalations from both internal and external stakeholders

·         Strong communication skills - there is a significant amount of interaction with clients, senior management and other key stakeholders.

·         Strong change management – the team and company generally are undergoing a significant amount of change and transformation in terms of processes, operating model and business requirements. We need someone who is willing to embrace and address these challenges.

·         Strong technical, critical thinking and creative thinking skills – the range of daily issues as well as the need to come up with creative solutions to client requests requires an adaptable and creative approach.

·         Strong management skills - the candidate must be very comfortable of managing a team of experienced staff.

Education & Preferred Qualifications

·         Experience in custody / fund accounting / fund administration is preferred.

·         You will possess a high level of professional maturity and be able to communicate with clients, managers and peers as well as demonstrated stakeholder management experience.

·         Previous financial services experience and market knowledge are essential.

·         Your related degree qualifications or business studies will be highly desired.

·         Cantonese preferred

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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