State Street

The State Street Global Advisors (SSGA) Chief Operating Officer (COO) is seeking to hire a Global Head of Client Experience Technology and Business Services (GHCETBS). This role will report directly to the SSGA COO and will play a critical role in defining and leading the strategy, delivery and management of all technology and business services provided to the Global Client Coverage Group (CCG) organization of Client Relationship Managers, Sales, and Marketing professionals. The GHCETBS will be a strategic partner and advisor to the COO for all the technology capabilities and business services supporting the Global Advisors CCG Organization. The GHCETBS will function as the central point of coordination for all CCG related services and outsourced third party services both with the State Street affiliates and other third-party vendors used within the SSGA ecosystem globally, providing strategic management support and engaging all client service, sales and marketing functions for daily execution and delivery. In addition, the GHCETBS will be the conduit of key technology and COO business services information flow to the SSGA businesses and functions (e.g., client relationship managers, sales and marketing teams, etc.) as well as to partnering with corporate and bank functions across Global Delivery (GD), and Global Technology Services (GTS) to enable an optimal operating model for the clients of SSGA. . 

This GHCETBS role will include strategic, operational, project and relationship management responsibilities collaborating in a product, platform, and services operating model with their peers on the COO’s senior leadership team and colleagues and peers within Global Advisors (GA) and the wider State Street organization. The role will manage a multi-functional global delivery organization enabling the platforms and business services leveraged by the global client coverage group. The role will provide an opportunity to work across Global Advisors, State Street Bank and Holding Company, the broader investment management industry with key strategic business partners. The key objectives are to define the future state technology platforms and business services supporting the Global Advisors business, standardize and rationalise the client experience digitally enabling a tailored and personalized service. Define the future state operating model transforming how the business operates today increasing our operating leverage and competitive advantage in the marketplace. The leader will be accountable for driving results, supporting strategic initiatives, improving processes, fostering collaboration and alignment, to achieve more efficient operational performance and an industry leading client experience.

As a key stakeholder in enabling the COO organization’s ability to execute on their priorities, the successful candidate will be highly resourceful, self-motivated and possess strong written and verbal communication, global multi-functional organizational management and technology and data analytical skills. The individual will also possess a high level of personal and professional integrity and sound judgment with the ability to work effectively with senior business leaders across Global Advisors and State Street.

Responsibilities

Management of the Client Experience Technology and Business Services organization

• Partners with COO leadership team to set strategic and operational objectives, aligning to GA strategic priorities, to ensure the COO organization is exceeding in technology and business service delivery to the Global Client Coverage Group.
• Builds strong relationships across the COO, CCG, GA and State Street Executive Leadership team and their leadership teams to drive an array of global cross functional initiatives.
• Partner with COO senior leadership team to actively identify and implement process changes and organizational optimization as part of the transformation strategy to enhance the client experience.
• Accountability for developing a strong risk and control culture across all regions embedding the control frameworks within the technology platforms and business processes/services.
• Drives organizational, team and individual development enhancing productivity, team collaboration against defined measurable outcomes.
• Responsible for working with the GA Client Coverage Group for developing 3-year roadmaps per functional area and prioritizing the technology and business services delivery against the business outcomes.
• Manages and delivers the transformation program in collaboration with the GA CCG, GD and GTS State Street Organizations defining the future state operating model for GA’s Digital Client Experience and service.
• Leverages the latest technology including artificial intelligence to transform the way the business services are provided; data and insights are consumed reducing operational risk and enhancing operating leverage for the future.

Strategic Initiatives (SI)

• Defines and manages projects/initiatives and commitments aligned to both the COO and GA key priorities which are mutually agreed upon with the senior business leaders. In partnership with other key members of the COO leadership team, the GHCETBS develops their organizations critical path projects delivering on the shared organizational objectives and goals. Ensures alignment among key stakeholders, i.e., Investments, Global Client Coverage Group (CCG), Chief Business Office (CBO) and corporate functions.
• Partners closely with the GA CAO Office, COO Head of Business Operations to execute on the CEO’s high priority and critical initiatives to achieve annual business goals.
• Enables the delivery of new client experience and marketing capabilities supporting evolving client distribution channels, segmentation, and new markets. Identifies risks and issues that could impact the successful execution of strategic priorities; escalates issues which the Head of CCG and COO should be aware of and presents solutions to resolve the root cause and/or mitigate the risk.
• Leads special projects/programs whether M&A or partnerships with external companies and service providers.
• Partners on GA/COO organizational initiatives driving operational efficiencies, risk excellence and an improved client & employee end-user experience.

Skills and qualifications:

• Strong strategic, analytical, and commercial skills
• Results driven, service/action-oriented delivery skills.
• Organizational and political agility; strong negotiation skills
• High Risk Excellence pedigree
• Unquestionable personal code of ethics, integrity, inclusion, and trust
• Demonstrated ability to effectively partner with executive leadership and management and corporate functions as required to execute the GA and COOs strategic objectives.
• Excellent quantitative, analytical, and critical thinking skills, with meticulous attention to detail
• The ability to create structured, detailed, and compelling analyses addressed to various audiences within the organization including board of directors’, regulators and the GA Operating Group.
• Able to successfully navigate within varying degrees of ambiguity in a fast-paced global, cross functional, matrixed environment internally within GA and across the State Street Corporation.
• Business acumen – ability to pre-empt questions and sense-check the facts and be able to display a detailed business knowledge across all investments and Asset Management business functions.
• Dynamic management – be comfortable dealing with various changes and adapting to different circumstances.
• Decision Making – ability to find data, insights, and proof points very quickly across the organization and synthesize to effectively make decisions to set future direction.
• Multi-task – ability to effectively manage multiple priorities, but also be able to focus on the most important deliverables of the moment through prioritization and holistic understanding of the broader COO and GA strategy.
• Advanced communications skills - written/verbal - and interpersonal savvy (EQ) to build trusted relationships across the company.

Job Requirements:

• Minimum of 20 years of executive management experience in financial services.
• A minimum of 15 years of experience in leadership roles including technology strategy, multi-year transformational program delivery and third-party service strategy with a focus on client experience.
• A minimum of 15 years of experience in managing, leading and developing global high performing cross organizational teams focused on technology and operational service delivery.
• Minimum of 15 years of Institutional Asset Management and Wealth Management experience required.
• Global multi-jurisdictional experience preferred.
• Undergraduate Degree required in computer science or engineering.
• Advanced master’s degree (e.g., MBA, MSc) or other professional certification (e.g., CFA) preferred.

Salary Range:

$225,000 - $337,500 Annual

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.

Job Application Disclosure:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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