Your new team
The Global Markets State Street Associates (SSA) business seeks a talented and energetic colleague to join the Chief Operating Office (COO) team. The efforts of SSA span from the identification of new ideas that leverage State Street’s competitive information and research advantage to the application and development of emerging technologies to help its clients make better decisions. The SSA business unit, partners with Harvard Business School and MIT’s Sloan School of Management to bridge the worlds of financial theory and practice. These insights from academia help to guide our clients’ investment strategy. Examples of our research based products include our behavioral data indicators and the State Street Private Equity Index.
This role can be performed in a hybrid model, where you can balance work from home and office to match your needs and role requirements.
Your new role
Under the supervision of the Client Operations Manager, the Client Operations Analyst will execute operational activities related to client servicing, user management and control. The Client Operations Analyst is expected to play an active role in the delivery of services to clients as well as assist in providing value-added feedback to business development, service delivery teams, and senior management via ongoing communication, management reporting and general corporate support. They will also be expected to support creation and continuous improvement of cross-product client solutions, processes, and engagement models. The Client Operations Analyst will be expected to actively contribute to the development and deployment of improved operating processes.
As a Client Operations Analyst, Officer your will be responsible for the following:
Execute processes aimed at building and strengthening client relationships
Serve as a reliable and responsive first point of contact for client requests, complaints, feedback and inquiries with a conscientious attitude and commitment to quality and accuracy
Facilitate internal communication between clients and functional experts, escalating as needed
Ensure appropriate coverage to respond to client issues
Ensure timely resolution of client issues
Carry out client/user related system onboarding processes and actively contribute to evolution and improvement of the process
Facilitate onboarding of internal and external users to SSA owned product portals
Provide ongoing support for user set-up and user management related functions
Ensure effective execution of protocols and proper risk controls
Use insights, problem solving skills and ingenuity to devise and implement improvements to the process
Actively Support Business Analyst Activities
Support the evolution of models and technologies, including assisting in the collection of business requirements and the drafting of requirement documents.
Liaise with stakeholders (IT, risk, compliance, and product teams) to ensure operational excellence
Develop procedure and policy documents for core functions and ensure ongoing governance
Create, organize, and analyze SOP’s and other necessary documentation utilized by internal and external stakeholders to ensure efficient and scalable client experience
Support the COO team in conducting various other Corporate Support functions, including:
Develop and deliver management reporting related to core functions
Ensure fulfillment of other required reporting (Complaints, Key Risk Indicators, Operational Incidents, etc.)
Provide support for Audits, including issue resolution
Participate or play leadership role in other divisional/corporate projects
What we value
Proven capability to thrive in an entrepreneurial environment, with very strong motivation an initiative to learn and develop skills and knowledge
A customer orientation with the ability to interact comfortably with all levels of the organization
Excellent written and verbal communication skills for diverse, global audiences
Solid understanding of the risk environment, compliance requirements, and ability to devise and/or carry out risk controls and mitigating processes as directed/required
Ability to interpret complex policy, regulatory and contractual documents and respond to or escalate inquiries/questions accordingly
A proven ability to work within or lead cross-functional teams
Proactive approach to problem solving and ability to adapt to shifting priorities, meet deadlines and execute in a fast-paced environment
Excellent organizational skills with strong attention to detail
Desired Skills and Qualifications
Bachelor’s Degree plus at least 3-5 years of related experience
Client-facing experience required
Highly self-motivated in application of analytical and problem-solving skills
Interest and ability to develop in-depth understanding and proficiency with all SSA product and service offerings
Experience with complex, deadline driven projects
Solid understanding of financial services industry and investment manager businesses
Strong personal responsibility / accountability
Proficiency with Salesforce, Microsoft Office Suite. SharePoint, Nintex Forms/Workflows, SQL, Toad/Oracle, Microsoft PowerBI/Tableau or other data visualization tools
What we offer
Permanent contract of employment from day one
Additional holidays (Birthday Day Off, 3rd and 5th year anniversary Day Off)
VIP medical package for employees and their families (partner and children)
Premium life insurance package and private pension plan
Employee savings plan
Wide range of soft skills training, technical workshops, language classes and development programs
Opportunities to volunteer your time to company-driven initiatives, employee networks or organizations of your choice
Variety of well-being programs
Technical or leadership career pathway
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 in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program 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 perspective 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 the 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 program 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.
Discover more at StateStreet.com/careers