Middle Office Client Service Manager, Assistant Vice President

Major Responsibilities:

The major responsibilities of the role are as follows:

• Build strong, professional relationship with client acting as the senior escalation point for key Aladdin Operating Platform Clients (M&G) and State Street stakeholders,
• Deliver excellent client service at all times, proactively managing client concerns in an open and transparent manner,
• Define, promote and build capabilities that will ensure we consistently meet our contractual obligations to our client to defined standards,
• Operate well controlled, clearly defined process and practices and evidence with relevant KPI and MI performance metrics,
• Key participant in service review meetings,
• Be accountable for the implementation of all audit and risk assurance actions, ensuring there is a robust assessment and reporting process in place
• Revenue monitoring of all middle office fee invoices and tracking of payment receipt,
• Ensure Client provided Authorised Signatory List is regularly reviewed and Client approved as accurate on a monthly basis,
• Prioritise service objectives for the client, ensuring delivery meets their requirements and is consistent with State Street business and commercial priorities,
• Influence and collaborate with internal teams to deliver seamless service to M&G,
• Build strong internal relationships to leverage State Streets wider capabilities to deliver optimal business solutions,
• Champion improvement initiatives and drive through to delivery,
• Proactively manage personal development and support the development of others in the wider team.

Work Parameters or Boundaries (e.g. Internal Procedures):

• Ensure all activities are compliant with corporate standards.
• Maintain clear and effective communications with immediate colleagues and Senior Management
• Deliver high quality, professional service to Aladdin Operating Platform Clients (M&G)
• Adhere to internal procedures and best practices at all times.

Specific Qualifications/Skills:

• Excellent communication skills with a passion for client service, and a proven track record of influencing at senior levels,
• Detail oriented and accuracy,
• Comfortable dealing with ambiguity,
• Ability to multi-task and work under pressure/ to deadlines.

Previous Level of Experience:

• Minimum 7-10 years of financial services experience, in Asset Management Operations,
• Strong knowledge of end-to-end operating model for investment management (front-to-back understanding)
• Proven management experience in a similar oversight function in an outsourced middle office arrangement, including implementation of a governance framework,
• Strong collaboration and influencing skills,
• Strong written and communication skills with ability to present to clients and senior management,
• Proven delivery capability

Skills – interpersonal, numerical, problem-solving, analytical, etc

• Strategic thinker,
• Intellectually curious with a willingness to challenge the status quo,
• Well-developed analytical and problem solving skills,
• Creative problem solver
• Proven relationship management experience with stakeholders, third party administrators and suppliers
• Strong knowledge of operations, risk and supporting audits
• Prioritisation skills
• Strong sense of ownership
• PC literate – Word, Excel, PowerPoint

Disposition

• Resilient, with the ability to remain positive and calm when under pressure
• Can-do attitude with strong sense of ownership and leadership
• Ability to prioritize and work on own initiative in a complex environment
• Flexible working hours may be required
• Willingness to travel if required