State Street institutsional investorlar uchun investitsiyalarni boshqarish va investitsiyalarga xizmat ko‘rsatish yechimlarini taqdim etuvchi global moliyaviy xizmatlar kompaniyasidir. Uning xizmatlari qatoriga aktivlarni boshqarish, kastodianlik xizmatlari va investitsion tadqiqotlar kiradi; bu yo‘nalishlar moliya, moliyaviy texnologiyalar va bank ishi sohalaridagi tajriba bilan qo‘llab-quvvatlanadi. Kompaniya ma’lumotlar, tahliliy xulosalar va operatsion imkoniyatlar orqali mijozlarga murakkab investitsiya faoliyatini boshqarish, samaradorlikni oshirish hamda moliyaviy qarorlar qabul qilishni qo‘llab-quvvatlashga yordam berishga e’tibor qaratadi.
Client Experience Manager, Vice President — State Street
Lead State Street’s PremierCTS client technology support, incident response, and service governance. Guide regional operations and team development while improving client satisfaction and advancing technology transformation.
Tavsif
- Serve PremierCTS clients as part of the technology relationship team, supporting daily production operations.
- Build strong relationships with client technology and operations stakeholders.
- Bring the client perspective into technology decisions and practices.
- Run technology service reviews and manage onboarding and escalations.
- Prepare clear client materials, including incident summaries, service reviews, and root cause analyses.
- Turn client comments, service patterns, and NPS feedback into measurable improvements.
- Lead the region’s response to critical incidents, major outages, and urgent client escalations.
- Coordinate client impact reviews, recovery priorities, and stakeholder communications across incident, technology, and business teams.
- Manage client alerts, progress reports, closure notices, and root cause communications.
- Translate significant incidents and repeated problems into corrective steps, preventive controls, and lasting stability improvements.
- Oversee daily PremierCTS operations in the region, upholding service standards and controls.
- Plan resources, handovers, and escalation paths to support continuous global coverage.
- Use operational and client-impact patterns to assess risk and set improvement priorities.
- Manage and develop the regional PremierCTS team through goal setting, coaching, succession planning, cross-training, and focused development.
- Match staffing and capacity to client needs, service risks, and global coverage requirements.
- Build an inclusive, cooperative culture centered on client needs.
- Take ownership of regional service governance, client commitments, operational controls, and risk practices.
- Set and review service levels, enterprise KPIs, client experience measures, and operational trends.
- Oversee executive updates, due diligence, audits, client reviews, and transformation governance.
- Keep client engagement records, feedback, actions, and performance measures accurate and dependable.
- Establish consistent governance, engagement, and reporting practices across teams and regions.
- Sponsor root cause investigations and corrective action programmes.
- Use incident, service, client feedback, and NPS patterns to address recurring issues and deliver measurable gains.
- Work with technology teams on preventive measures, automation, and lasting service stability.
- Share lessons learned, support knowledge management, and encourage reuse of standard client engagement materials.
- Lead adoption of engagement tools such as dashboards, portals, analytics, and shared content libraries.
- Collaborate with leaders in Technology, Client Service, Product, Operations, and Risk.
- Advise senior leaders on client health, service results, operational risk, transformation progress, and strategic priorities.
- Turn the transformation roadmap into coordinated plans with milestones, owners, and KPIs.
- Represent the region in global PremierCTS and Technology Client Engagement forums.
Talablar
- Bachelor’s degree in information technology, computer science, business, finance, or a related field.
- At least 8 years of increasing responsibility in technology operations, client service, production support, incident management, service governance, or transformation.
- At least 3 years leading people, including coaching, performance management, capability building, and resource planning.
- Track record leading client-facing operations teams and managing senior stakeholders in a complex global matrix organization.
- Strong background setting KPIs, preparing executive reports, and turning client, service, and operations data into action.
- Experience introducing or improving client engagement tools, dashboards, analytics, or content management capabilities.
- Excellent written and verbal communication skills.
- An advanced degree is preferred.
- Experience in financial services, market infrastructure, custody, investment management, or a comparable regulated industry is preferred.
- Senior client relationship management and executive communication.
- Leadership in major incidents, escalations, and problem management.
- Service governance, operational risk, and control management.
- People leadership, coaching, and organizational capability development.
- Transformation delivery and adoption of operating models.
- Client feedback, NPS, and insight-led improvement.
- KPI design, data analysis, and executive reporting.
- Process standardization, engagement tools, and automation.
- Cross-functional influence and global collaboration.
- Sound judgment, resilience, and effective delivery in ambiguous settings.
Imtiyozlar
- 401(k) retirement savings plan with company matching.
- Basic life insurance.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Long-term disability insurance.
- Optional additional insurance coverage.
- Paid vacation.
- Paid sick leave.
- Short-term disability coverage.
- Leave for family care responsibilities.
- Employee Assistance Program.
- Annual incentive compensation based on performance.
- Certain tax-advantaged savings plans.
- Inclusive opportunities for development.
- Flexible support for work and life.
- Paid days for volunteering.
- Employee networks.