Client Relationship Manager recruitment
State Street Corporation (NYSE: STT) is one of the world's leading providers of financial services to institutional investors, including investment management, investment research and trading and investment servicing. With USD$21.5 trillion in assets under custody and administration and USD $2 trillion in assets under management at December 31, 2010*, State Street operates in 26 countries and more than 100 geographic markets worldwide. For more information, visit State Street’s website at www.statestreet.com.
* This AUM includes the assets of the SPDR Gold Trust (approx. $56 billion as of December 31, 2010), for which State Street Global Markets, LLC, an affiliate of State Street Global Advisors, serves as the marketing agent.
Operating in Europe since 1970, State Street services customers in multiple locations.
Responsibilities
1. Industry Knowledge Experience
a) Develop and stay current with State Street strengths that differentiate us from the competition
b) To maintain a deep understanding of Asset Owner Asset Manager operational requirements
c) Maintain a high level understanding of all State Street products and services from complex back office outsourcing to bundled custody fund accounting services
d) Develop relationships with external third-parties who will have influence over clients and prospects (e.g. consultants, associations, etc.)
e) Proven ability to self develop competencies and keep abreast of industry initiatives
2. Customer management
To develop, agree and lead customer account plans for State Street Bank Luxembourg's customers, working closely with other departments within Investment Services and the rest of State Street.
This will include developing senior level relationships within the customer/prospect segments and coordinating all State Street activity.
a) Develop senior level contacts within all assigned customers who have decision making roles
b) To identify cross-sell opportunities and formulate a plan to introduce and implement to customers
c) Co-ordinate with all others areas of State Street to create cross selling opportunities for the firm
d) Develop and maintain an executive calling program for State Street executives with top tier customers
e) Define and agree a service measurement program with customers as agreed with the head of CRM that can be monitored through the use of customer report card and enquiry tracking processes
f) Ensure regular reviews of service quality take place between the customer and the State Street customer service delivery team
3. Financial Management
To be responsible for existing customer financials
a) Responsible for preparation of proposed deal and customer financials in coordination with appropriate internal stakeholders and ensuring that the new business review procedures are consistently followed
b) Provide updates on the financial health of customers and own plans to remediate unprofitable customers
4. Industry Leadership
Represent State Street in all industry/marketing events as and when necessary.
a) Attend industry forums and externals events (e.g. conferences) as and when appropriate
b) Assist in the planning and participate in State Street customer forums and play a leading role in the delivery of our messages to existing and potential customers
c) Lead on customer surveys and proactively manage customer responses and programs that improve our customer perception
5.Sales Support
Work in tandem with the Sales and marketing team as and when necessary.
a)Provide SME support for RFP projects and due diligence meetings
b)Liaise with other State Street departments on warm sales initiatives
Qualifications
- 10 or more years of financial services industry experience
- Ability to build and maintain excellent relationships with clients
- Strong organizational skills and is able to work independently
- Multi-lingual with ability to speak English, German and a third language if possible.
- Thorough understanding of the assigned accounts business requirements and strategic imperatives
- Provides leadership in each assigned business sector, mentors junior staff but has no formal supervisory responsibility.
- Possesses an in-depth knowledge of the firm's products and services.
- Market visibility, stature and experience needed to cover the largest and/or most complex accounts at senior management levels.
- Responsible for PL management and cross selling initiatives
- Experience with the RFP process and other sales initiatives
To apply to this position, please visit our website www.statestreet.com/careers. To locate this position in our application page, please use the KEYWORD search functionality and insert either the State Street Job ID (45278) or the Location (Luxembourg).