Our Client Service Team
Investment Services
SeniorClientServiceManager,AssistantVicePresident
“Senior Client Service Manager, Assistant Vice President at Our Client Service Team. Skills: client facing role, client experience, service excellence, client reviews, managing a team, Proactive Client Engagement, client governance, stakeholder management. Act as the key contact point for a group of clients.. Navigate clients through the company by connecting them with appropriate subject matter experts.”
What You'll Achieve.
improving client satisfaction scores; timely resolution of client queries; transparent visibility of all open items; meet client expectations; enhance client experience; strengthen relationships; address any performance anomalies
Industry & Context.
analytical capability and problem management skills; Ability to comprehend client requirements and find solutions; Effective problem solving
What They're Looking For.
Must Have
12+ years of asset servicing experience, with significant exposure to client servicing., Possess a high level of professional maturity and be able to communicate with clients, managers and peers as well as demonstrated stakeholder management experience, verbal & written communication, interpersonal, analytical and time management skills, team player, self-motivated, ability to work effectively and autonomously, Effective problem solving, English and Chinese (both Cantonese and Mandarin) language fluency, Previous financial services experience and market knowledge are essential
What You'll Do.
Act as the key contact point for a group of clients.
Navigate clients through the company by connecting them with appropriate subject matter experts.
Take ownership of overall client experience
ensuring consistent service excellence
timely resolution of client queries
and transparent visibility of all open items.
Manage regular client reviews to ensure service quality.
Coordinate resolution of client change requests.
including work allocation
performance management and project delivery.
Ensure structured client engagement model is in place and adhered to.
Deliver best practice sharing sessions with the client.
Facilitate Product training sessions.
Operate using a proactive approach with clients.
Ensure transparent and regular communication of key activities
priorities and open items.
Leverage client feedback to develop and drive action plans.
Conduct Due Diligence sessions and prepare presentation materials.
Hold service level meetings with clients
including the delivery of KPI information.
Leverage KPI Reporting and other Dashboards to proactively oversee servicing activity across clients.
Drive know the client sessions and ensure Client/Product profiles are in place and kept current.
Play a key co-ordination role across teams to support evolving client requirements.
Help drive internally within State Street any client strategic initiatives.
Drive continuous improvement across the operating model for client.
Stay abreast of transformation change within the organization.
How You'll Work.
Team & Collaboration
Interact with all levels of professionals both internally & externally.; Partnering with internal teams to identify and address any performance anomalies.; Play a key co-ordination role across teams to support evolving client requirements.; Help drive internally within State Street any client strategic initiatives that will have a direct impact on how we will interact with the client.
Communication Scope
exceptional interpersonal and communication skills; Effective communicator (Proficient written and oral communication including presentations)
Process & Methodology
project delivery
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