Who we are looking for

Reporting to a MD in the Ireland Client Service team, this position gives the opportunity to demonstrate leadership, communication and technical expertise. 

Client Service is the cornerstone of client success, acting as the holistic owner of service delivery governance. The team is dedicated to proactively enhancing client satisfaction, sentiment, and engagement by focusing on the overall client experience, risk, and governance. As part of this remit, Client Service cultivates a deep understanding of each client’s business and the services provided by State Street (STT), with the goal of optimizing satisfaction and ensuring an excellent client experience. The team also encourages clients to fully leverage the breadth of their relationship with State Street.

Individual accountabilities include client & STT strategic alignment, client communication, monitoring satisfaction levels and sharing feedback internally.

The individual will be responsible for driving execution of client and internal change, overseeing client deliverables, implementing company policy, and contributing to the development of the team and organization

Expected leadership behaviors include an ability to contribute to team excellence, and strong collaboration and communication skills.  A keen client service focus is critically important.

What you will be responsible for

• Strengthen and deepen relationships with our clients. Deliver constant monitoring of the client’s perception of the quality of our services (NPS score), partner with business leads to maintain strong focus on client service and requirements providing creative solutions for new and existing clients.
• Manage members of the client service team to achieve client, team and division goals.
• identify opportunities for client growth (e.g., cross-sell/upsell) and continuous improvement (e.g. peer comparisons, recommending best practices).
• Collaborate with internal teams to respond to client needs in a timely manner and take immediate action to address and find solutions to issues as they arise, escalating when appropriate.  Serve as an escalation point for high-impact service issues.
• Partner with delivery personnel to monitor and report on service issues, compile remediation plans.
• Track thematic trends across clients and teams - highlight to team leadership.
• Liaise with internal teams to respond to clients’ due diligence and other ad-hoc requests.
• Assist with client presentation preparation, client meetings & product collaboration.
• Run internal projects as they arise.
• Other ad hoc duties as requested.

What we value

These skills will help you succeed in this role

• Client management: Build strong client relationships and establish trust via proactive communication and understanding of client’s needs and pain points.
• Team management: Ability to foster collaboration & teamwork, motivate and encourage staff to work at optimum levels.
• Group collaboration: Effectively bring teams across the business together to ensure seamless service delivery and client success.
• Service and issue management: Track client sentiment, oversee escalations and service plans to maintain high-quality service delivery.
• Analytical thinking and problem-solving: Analyze metrics and issues, anticipate needs and define resolution paths. Identify opportunities to enhance client experience and mitigate risk and develop plans to execute.
• Product expertise: Understand the suite of products/services across STT and connect them to what clients need.
• Priority management: Identify critical, sentiment-impacting priorities and ensure they are quickly actioned.

Education & Preferred Qualifications

• Primary Degree or a Professional or Accounting qualification or equivalent.
• Significant experience working in the provision of fund administration service.

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