Customer Service Manager – AVP 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 the United Kingdom since 1972, State Street services customers in multiple locations.

http://www.statestreet.co.uk

Customer Service Manager

Purpose of Role:

• The Customer Manager is responsible for the day-to-day relationship with Customers, as advised and supervised by either Senior Customer Manager or Team Leader

• The Customer Manager has end-to-end ownership of the relationship process to ensure that all service levels meet and exceed Customer, regulatory and legal requirements

• The Customer Manager is responsible for performance measurement, analytics, consulting and Customer related service as well as problem resolution with other product areas

• The Customer Manager is actively involved in new business activities, specifically the incoming investment manager outsourcing deals where a high degree of technical ability is crucial

Specific Duties:

• Relationship Management

• The Customers’ single point of contact for all performance issues

• Actively manages service levels and Customer satisfaction

Operations Management - General

• Manages all Customer requirements

• Plans and executes work processes in accordance with State Street internal controls, customer and legal requirements

• Maintains high levels of interaction with other units/departments in the Bank in resolving policy, procedural and other routine problems that may arise during the normal course of business

• Keeps informed of new developments or ideas, which could affect Customer Service operations through trade publications, seminars, State Street training courses

• Participates, where required, in operations planning (financial, facilities, systems support, staffing and training)

Operations Management – Specific

Account Plans

The Customer Manager must ensure that Customer Profiles are:

• Produced for all their Customers on the agreed template and stored in the designated Customer Management Database

• Updated with all of the required information

• Revised on, at least, a quarterly basis

Audit

• The Customer Manager must familiarise him/herself with procedural guides applicable to the Customer Team and comply with Audit Requirements at all times

Customer Communication

The Customer Manager must ensure that:

• Communication is made with all Customers on at least a quarterly basis to keep abreast of changes in contact personnel, changes in fund structure and fund reporting requirements and to assess the quality of the WM service to the Customer. Evidence of communication will be required and will be checked by the Team Leader

• Face to Face meetings are performed on a quarterly basis with key Customers, as nominated by Customer Team Leader

• Small Customers, as defined by the Customer Team Leader are telephoned on a quarterly basis

• Conference Calls are arranged with Customers where relevant

Technical Requirements

The Customer Manager should have:

• Excellent working knowledge of performance measurement, attribution and risk systems.

• Stock level attribution, fixed income attribution and experience of multiple performance platforms would be hugely advantageous.

• Performance system implementation experience would also be looked upon favourably.