Client Service Officer recruitment

Our Company

State Street Corporation (NYSE: STT) is the world's leading provider of financial services to
institutional investors including investment servicing, investment management and investment
research and trading. With $21.510 trillion in assets under custody and administration and $1.877 trillion in assets under management at September 30, 2011, State Street operates in 26 countries and more than 100 geographic markets and employs 29,685 worldwide. For more information, visit State Street’s web site at www.statestreet.com

Promoting a culture of excellence

With more than 29,000 employees across 26 countries, at State Street, our people are our greatest asset. We recognize that highly skilled, engaged and productive employees are essential to our success. Our company values reflect our commitment to employee engagement, Global Inclusion and corporate social responsibility — to help you build a fulfilling career. Around the world, we aim to be an employer of choice by offering competitive compensation and benefits, personal and professional development opportunities, and a work environment that promotes a diverse array of people, ideas and skills.

We’re a company that insists on, and rewards, performance excellence. We know our success hinges on attracting the best people to join us — people like you.

We encourage you to explore the possibilities that a career at State Street can offer you.

State Street is an Equal Opportunity Employer, and prohibits discrimination against applicants or employees on the basis of any legally protected characteristic.

 Overall Objectives:

This is a varied position with a high level of responsibility within the Client Service team, within Investment Manager Services (Asia Pac Region). This Client Service Officer acts 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 service / 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

Prime Functions:

- 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 operations 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
- Produce monthly MIS/KPI reporting across all clients
- Participate in monthly client service reviews
- Work with the regional Change Management and Project teams on behalf of local clients
- 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 Continegency Plan to ensure services expectations from clients are always maintained.

Supplemental:

- 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     Qualifications The Candidate:

The ideal candidate will have the following attributes:

- excellent attention to detail
- must be responsible and take ownership to the job which is allocated
- must be organised and able to multi-task often working to tight deadlines.
- must have demonstrated an ability to handle numerous activities and to prioritize work effectively.
- must be pro-active and be a problem solver
- must be highly professional interacting with several departments within the company
- 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 environment, 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 deliverables
- 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  Please visit our career website at www.statestreet.com/careers , select “Job Opportunities”, select “Asia Pacific”,  enter keyword ”53761”, uncheck “posted” and then search. Please send your application to this post.   All applications will be treated strictly confidential for recruitment purpose only.