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This is a varied position with a high level of responsibility within the Client Servicing team, within Investment Manager Services (Asia Pac Region). This Client Service Senior Associateacts as the primary contact point for all local IMS clients. The team is responsible for monitoring service delivery to clients, proactive management of service issues, and the resolution of all client initiated queries.
The characteristics of this role are:
Provide a high standard of client servicing / support to our clients
Embrace State Street's "corporate values" and support a work environment reflective of those values
Effectively communicate with clients, custodians, brokers, managers, and peers within State Street.
Be a strong team player and demonstrate dedication to group and company goals
Demonstrate professional maturity and effective time management
Demonstrate the ability to analyse a problem, obtain and evaluate information, and reach sound conclusions
Be a key contact for the client in escalations and complex market questions
Ensure all client inquiries are logged and resolved in a timely and satisfactory manner
Monitor client inquiry trends and recommend remedial actions that will improve ongoing client satisfaction
Establish strong working relationships with the operational teams providing services for local clients, monitoring their performance and acting as the escalation point on behalf of local clients
Ensure all daily and monthly services are delivered in accordance with relevant client SLA's
Develop positive relationships externally with the client and market participants.
Produce monthly MIS/KPI reporting across all clients
Participate in monthly client service reviews
Facilitate client on-boarding on all aspects
Project initiatives – involvement with regards to future automation within the department as a whole, with a direct objective of increased efficiency, accuracy and productivity.
Contribute to team initiatives around audit, risk management
Develop Business Contingency Plan to ensure services expectations from clients are always maintained.
Track daily activities and generate reporting for management review.
Assist Operations Team Leader with complex client relationships/requests.
Cross training across all Client Service functions in the team.
Support the development of a 'best practice' Client Service model across IMS Asia Pacific
Embrace the implementation of the IMS Global Operating Model
Work effectively with peers locally and across the region to achieve common goals
Influence the team positively while enhancing the work culture:
The ideal candidate will have the following attributes:
excellent attention to detail
must be responsible and take ownership of all allocated tasks
must be organised and able to multi-task and work to tight deadlines.
must have a demonstrated ability to handle numerous activities and prioritize work effectively.
must be pro-active and a problem solver
must demonstrate highly professional behaviour when dealing with all key stakeholders
must be flexible, often dealing with ad-hoc queries from clients.
must demonstrate an understanding of the risks involved in the processes and reflect this in their approach to work prioritisation
a team player
Qualifications & Experience:
Proven track record in a client service environmentand/or operations based experience with client contact, with a minimum 3-5 years client service experience
Excellent understanding of the Investment Management industry, with a minimum 5 years industry experience
Good understanding of Investment Manager Operations, particularly around processes and key deliverablesas well as understanding of Lending Operations
Proven ability to communicate in a clear, concise and professional manner
Strong time management skills with the ability to prioritise under pressure
Good understanding of State Street operations - technical, systems, policies and procedures - is an advantage
Experience in account or relationship management is certainly a merit