Head of LATAM Client Service-Investor Services, Vice President

Head of LATAM Client Service-Investor Services, Vice President

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 region business hours****

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

• Drive our Client Service strategy in the region.
• Leadership, management and further development of teams located in offices across LATAM and the US.
• Create consistent protocols, leveraging and guiding a network of 18 product support teams throughout our global organization; including custody, fund administration and others.
• Lead efforts to increase automation through mentorship and educational opportunities.
• Develop and maintain strong and diverse client relationships to ensure State Street maintains high levels of client sentiment.
• Collaborate with Product, Global delivery leads, Relationship Managers and Sales business partners to assist in driving our growth strategies.
• Proactively engage with subject matter experts to continually advance knowledge in areas which directly impact our service delivery.
• Innovate and explore ways to improve current systems and processes. You will actively participate in designing/building global client service models– your experience, ideas and skillset will contribute to creating a highly efficient low-touch suite of client service SoPs & Controls to minimize legacy, inefficient and manual workflows.
• Lead onboarding of new business and change management of existing services.
• Project management and a good understanding of deliverables and timeframes.
• Ability to operate within a fast-paced, global environment.
• Work closely with internal management teams to ensure an effective operating environment. Work with senior management keeping them informed of new developments, service issues, and new business/cross sell opportunities.

What we value

• Utilize ‘client first’ mindset - continue to improve Client Service and the Client experience to deepen relationships with clients.
• Communication skills to build and manage relationships across financial institutions as well as with internal business partners.
• Ability to problem solve, develop tools and enhance to deliver improved client satisfaction.
• Proven leadership skills - enjoys driving new initiatives forward with energy and enthusiasm.
• Excellent problem solving, analytical and technical skills.
• Must constantly strive to increase knowledge and skill levels.
• Demonstrated success in business, functional and people management.

Education & Preferred Qualifications

• Must have a minimum of 7 years of related experience, preferably in financial services industry.
• Knowledge of financial services computer systems, financial operations and/or mutual fund and related industries will be considered a strong plus.

Additional requirements

• English, Spanish, Portuguese or all is mandatory.
• This position requires working during Holidays and LATAM region business hours.
• Ability/process of accurate pipeline management from initial lead to close.
• Ability to work within a collaborative environment to achieve results.
• Ability to manage and influence colleagues and virtual team members.
• 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 fulfil 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.