Latam Client Service-Investor Services, Avp

This job is with State Street, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Who we are looking for

The incumbent will be a member of the LATAM Client Service team proficient in English, Spanish and/or Portuguese - building and maintaining strong relationships with internal/external clients and collaborating with teams to identify, analyze and proactively resolve issues. They will need to identify and participate in process improvement and project-related efforts. Ensure procedures are up to date highlighting best practices and liaise with teams on internal and external audits. Additionally, prepare periodic reporting for internal/external, identify and report risk issues, breaches, and suspicious activities.

Due to the role requirements, this job needs to be performed primarily in the office with some flex work opportunities available.

• English, Spanish and/or Portuguese are mandatory. This position requires working during Holidays and staggered shifts to accommodate LATAM hours of operation.

Why this role is important to us

You will be joining the Institutional Services function that allows us to deliver a comprehensive, holistic approach to each client relationship - for asset managers and asset owners, insurance companies, and official institutions globally. It means our client-facing functions work together to bring the very best solutions and services the firm has to offer - across all of our locations, products, and capabilities.

Join us if making your mark on the long-lasting client relationships we build is a challenge you are up for.

What you will be responsible for

1. Support internal business partners and clients across 18 products throughout our global organization; including custody, fund administration and others.
2. Ensure superior client satisfaction by acting as an advocate for internal and external clients and ensuring client issues are satisfactorily resolved.
3. Proactively identify client needs and potential internal issues which could impact client satisfaction.
4. Consult with clients and internally on new products, services and industry trends.
5. Responsible for ongoing review of operational model effectiveness and driving required changes.
6. Work with senior management keeping them informed of new developments, service issues, and new business opportunities.
7. Ensure fee schedules are properly implemented, and receivables are collected in a timely manner.
8. Manage a team of client service representatives.
9. Act as a liaison between business units to ensure successful implementation of service deliverables to clients and the team.
10. Provide project management support for client-related initiatives.
11. Manage conversion and new client relationships with minimal input/contact from VP or SVP.
12. Prepare internal risk and compliance profiles, respond to inquiries from client auditors and periodically review business operations and controls for accuracy and completeness.
13. During the course of normal day-to-day operations, be responsible for identifying any unusual or potentially suspicious transaction activity and must report and/or escalate in accordance with corporate policy and guidelines detailed in relevant operating procedures.
14. Produce client meeting material and performance reporting.
15. Demonstrate comprehensive knowledge of overall process and operating model for multiple clients within the team.
16. Act as point of contact for operational activities and client inquiries.
17. Monitor and oversee the performance of all business unit Shared Service Teams, global Centers of Excellence and India operations as it relates to the overall service delivery for their clients.
18. Resolve & escalate open and daily issues and provide solutions within the target turnaround timelines.
19. Maintain and strengthen relationships with internal departments and clients.
20. Provide online support for various client-facing applications, set up, training, resolving data integrity issues, assisting with new product rollouts.
21. Account Administration including account openings, billing set up, tax reclaims/tax documentation, market openings/exits/updates, security registration/system access/ID administration and FAR set up.
22. Produce client-customized reporting; collection of data and production of customer report cards.
23. Assist with compliance/fiduciary reviews and audits.
24. Identify and implement consistent operational best practices.
25. Train and develop new staff.
26. Provide direction and training to staff and act as point of reference for knowledge.
27. Delegate tasks to appropriate individuals.
28. Make suggestions to streamline operations.
29. Help develop processes to control or eliminate risk across the business unit.
30. Constantly update and implement controls and procedures as necessary.
31. Monitor day-to-day service delivery of Business Unit Shared Service and Centers of Excellence for assigned accounts.
32. Recognize problems that need the attention of management.
33. Ensure prompt follow-up on exception situations and facilitate timely problem resolution to mitigate risk to the corporation and deliver excellent service to clients.
34. Maintain high level of performance under pressure.

What we value

1. Utilize 'client first' mindset - continue to improve Client Service and the Client experience to deepen relationships with clients.
2. Communication skills to build and manage relationships across financial institutions as well as with internal business partners.
3. Ability to problem solve, develop tools and enhance to deliver improved client satisfaction.
4. Proven leadership skills - enjoys driving new initiatives forward with energy and enthusiasm.
5. Excellent problem solving, analytical and technical skills.
6. Must constantly strive to increase knowledge and skill levels.
7. Maintain open communication with co-workers and superiors.

Education & Preferred Qualifications

1. BS/BA degree required, MBA desirable.
2. Must have a minimum of 7 years of related experience, preferably in financial services industry.
3. Knowledge of financial services computer systems, financial operations and/or mutual fund and related industries will be considered a strong plus.
4. English, Spanish and/or Portuguese are mandatory.

Additional requirements

1. This position requires working during Holidays and staggered shifts to accommodate LATAM hours of operation.
2. Ability/process of accurate pipeline management from initial lead to close.
3. Ability to work within a collaborative environment to achieve results.
4. Ability to manage and influence colleagues and virtual team members.
5. Willingness for regular business travel.

Are you the right candidate? Yes

We truly believe in the power that comes from the diverse backgrounds and experiences our employees bring with them. Although each vacancy details what we are looking for, we don't necessarily need you to fulfill all of them when applying. If you like change and innovation, seek to see the bigger picture, make data-driven decisions and are a good team player, you could be a great fit.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You'll have access to Flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees' diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

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