Who we are looking forThe Client Service Manager role is a high visibility client-facing role managing complex business queries. The role requires a proficient communicator with Financial sector experience to function as a cross-client subject matter expert, with extensive interaction across all internal support functions including Custody Fund Accounting/Administration/Investment Manager Services/Alpha Data Services to enhance the State Street client experience.Why this role is important to usThe team you will be joining is the State Street Australia Client Service team. This team performs client service functions for our Fund Accounting, Middle Office, and Alpha services. Join us if making your mark in the financial services industry from day one is a challenge you are up for.What you will be responsible forAs Client Service Manager you will undertake the below:Client facing responsibilities:Ensure all client inquiries and issues are proactively reviewed and resolved in a timely and satisfactory mannerServe as an initial escalation point for client and internal functional teams on time critical and high potential financial impact issuesProduce monthly MIS/KPI reporting across all clients and lead monthly service reviews with clientManage the change management administration and communication with clients.Manage linkages between change management, for both BAU and program work, as part of broader end-to-end on-boarding / implementation efforts.Influence managers whose roles are focused on executing specific client on-boarding / implementations and required technology platform enhancements to support client needs.Ownership of the client incident reporting process for respective clientsEnsure all daily and monthly services are delivered in accordance with relevant client SLA'sWork with IT department to ensure efficiency and timeliness in our IT processes and prompt resolution of issuesIdentify 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 requirementsChampion inquiries from / issues raised by various State Street organizations and follow through to ensure that client facing problems and issues are addressed.Influence others in preparing various statuses, activity and performance reports for senior management.Collaborate with STT's middle and back-office operations and provide input on plans to enhance operations.Work closely with middle and back-office business colleagues to create opportunities resulting from change requirements are leverageable across multiple clients.For 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 partner with Global Relationship Management to pursue sales opportunities to support efforts of sales / business development team.Thorough review of monthly BAU invoice, coordinating with teams to ensure accuracy and completeness, submission of invoice to finance, and sharing invoice and all back up with client.Maintain monthly invoicing tracking for senior management and finance.Management of client facing issues including Operational Control Framework issues, reporting outages and reputation or risk impacting workstream items.Demonstrate proficiency as a My.StateStreet Product Champion and expanding expertise with all internal platforms and products.Staff management and administration responsibilities:Potential for direct management responsibilitiesSupport on-boarding of new staff and implement training development and succession plans as well as retainment and staff engagement strategiesEnsure well defined and updated procedures for any operational or processing tasks conducted by teamContribute to team initiatives to improve efficiency (Lean) and risk/control frameworkSupport the development of a 'best practice' Client Service model across APACFacilitate cross training across all Client Service functions in the team and regionWork effectively with peers locally and across the region to achieve common goalsInfluence the team positively while enhancing the work cultureThe Candidate:The characteristics of this role are:Provide a high standard of client service to our internal and external clientsPersuade or influence internal groups, as necessary to achieve desired results.Embrace State Street's "corporate values" and support a work environment reflective of those valuesCommunicate effectively with client's custodians' brokers managers and peers within State StreetBe a strong team player and demonstrate dedication to group and company goalsDemonstrate professional maturity and effective time managementDemonstrate the ability to analyses a problem obtains and evaluate information and reach sound conclusionsBe a key contact for the client in escalations and complex market questionsDemonstrate understanding of both custody and middle office roles and responsibilities in relation to the services offered to our clientsUnderstand core Alpha servicing responsibilities vs customized solutionsFurther the ideal candidate will have the following attributes:Excellent attention to detailSuperior communication skillsResponsible and ability to take ownership of all allocated tasksOrganized and able to multi-task and work to tight deadlinesPro-active and a problem solverDemonstrating highly professional behavior when dealing with all key stakeholdersFlexible often dealing with ad-hoc queries from clientsDemonstrating an understanding of the risks involved in the processes and reflect this in their approach to work prioritizationA strong team playerTactically using a broad array of communication vehicles to lead, direct, and facilitate client change requests.What we valueThese skills will help you succeed in this role:Proven ability to communicate in a clear concise and professional manner at all levelsStrong collaboration and influencing skillsStrong written and communication skills and ability to present to clients and senior STT management.Strong sense of ownership and leadershipStrong time management skills with the ability to priorities under pressureExperience in account or relationship management is certainly a meritEducation & Preferred Qualifications Proven track record in a financial services environment with client service and/or qualified operations-based experience with over 5 years' industry and client facing experienceDemonstrated market knowledge and understanding of the investment management industryUnderstanding of Back office and Middle operational processes. #J-18808-Ljbffr