The Alpha Client Operations and Service Delivery - Americas will provide executive leadership for the delivery, governance, operational performance and client experience of Alpha clients across North America and Latin America.

The role owns the regional service model and is accountable for ensuring consistent execution of Alpha services, operational performance, client satisfaction, operational resiliency, risk management and strategic growth across the region.  The position provides leadership to Client Leads and Functional Leaders, serves as the primary executive escalation point for regional service and operational matters, and partners closely with Alpha Product, Technology, Data Operations, Relationship Management and other functional teams to deliver a consistent, scalable and high-performing client experience.

What You Will Be Responsible For

Scope

• Alpha clients throughout the Americas
• Regional Client Leads and supporting service organizations
• Direct and matrix leadership across operating centers
• Client experience, service delivery, governance, risk and operational performance across the region

• Act as Regional Alpha Client Operations and Service Delivery Lead across the Americas
• Establish and lead a high-performing, client-focused culture
• Develop and execute a regional service strategy that leverages scale, technology and operating center capabilities
• Lead cross-functional collaboration and regional service governance
• Coordinate closely with global Alpha leadership and regional functional leaders
• Support strategic growth, transformation and operating model evolution
• Develop leadership talent and strengthen organizational depth across the region

• Ensure contractual commitments and service level agreements are achieved
• Drive accountability for consistent client experience, service quality, productivity and operational performance
• Act as the senior escalation point for significant client and operational matters
• Lead risk management, escalation protocols and issue resolution
• Maintain strong governance, control and operational resiliency disciplines
• Anticipate client needs and proactively address emerging service and operational challenges

• Manage operating efficiency, productivity, capacity and workforce planning objectives
• Drive transformation, standardization and organizational simplification initiatives
• Deliver strategic initiatives supporting growth, onboarding and operating model evolution
• Improve service quality, consistency and scalability
• Partner with Technology and Product teams to develop and deliver future-state capabilities
• Ensure global consistency in service standards and governance while addressing appropriate regional requirements

• Partner with Alpha growth teams on new business opportunities
• Support strategic client growth and relationship expansion
• Enhance strategic client relationships, executive engagement and sponsorship
• Improve client retention, advocacy and expansion opportunities
• Contribute to Alpha revenue growth objectives while maintaining appropriate operational discipline and control

Qualifications

• 15+ years of leadership experience in investment operations, client service, asset servicing, middle office, fund services or related client-facing operational leadership roles
• Proven experience leading large client operations and service delivery organizations supporting institutional investment clients
• Strong understanding of institutional investment operations, front-to-back investment operating models and service capabilities
• Track record of managing complex strategic client relationships and executive governance forums
• Experience leading service transformation, client onboarding, conversions, operating model change and business growth initiatives
• Demonstrated ability to lead large, complex matrix organizations across operating centers and geographic locations
• Strong commercial acumen and ability to partner effectively with sales, relationship management, product, technology and functional organizations
• Strong financial management, workforce planning and operational management experience
• Strong risk management and control orientation.  Experience engaging with regulators, auditors and risk functions
• Exceptional communication, executive presence and presentation skills

Success Profile

A successful Americas Client Operations and Service Delivery Leader will:

• Be recognized as a trusted executive partner and senior operational leader for Alpha's strategic clients across the region
• Deliver industry-leading service outcomes and a consistently strong client experience
• Drive operational consistency, resiliency and continuous improvement across the regional organization
• Successfully support growth while maintaining operational discipline and control
• Create strong alignment across Client Leads, Operations, Product, Technology, Relationship Management and other functional teams
• Drive continuous improvement in NPS, service quality, productivity and operational resiliency
• Anticipate client needs and proactively address emerging challenges
• Lead effectively through influence and collaboration across organizational boundaries
• Navigate complexity and competing priorities while maintaining a strong client focus
• Develop future leaders and strengthen organizational depth
• Build a culture centered on accountability, client centricity and execution excellence

Salary Range:

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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