North America Client Services & Client Portal, AVP - State Street Investment Management

We are seeking a client-focused, proactive, and highly collaborative individual to support North American clients and Client Portal activities. Working closely with Sales and internal stakeholders, the role helps deliver a seamless client experience through effective coordination, problem-solving, and service support.

Why This Role Is Important The Client Services & Client Portal, AVP will play an important role in delivering a scalable, client-centric service model for North American clients, combining day-to-day client servicing with support for the Client Portal and broader digital client experience. This individual will serve as a player-coach for the North America-based Client Services team.

Key Responsibilities

Client Service Support

• Partner with Sales and internal stakeholders to deliver a seamless client experience and meet client needs. • Identify, escalate, and help resolve service issues and potential risks in a timely manner. • Manage client support activities, including, but not limited to: • Developing service standards • Owning processes • Leading interactions with Sales • Handling escalated client issues • Conducting quality oversight • Managing contact updates across systems • Mentoring/training members of the team • Responding to Client Reporting queries and amendments. • Liaising with Investment Operations (e.g., Shareholder services of authorized signatories list updates) • Managing TPRM process and 3rd party / vendor management. • Handling ad-hoc pooled fund communications: • Responding to non-portal, operational, client inquiries

Client Portal Support

• Coordinate with Technology and Operations teams to resolve client issues. • Leverage client feedback and usage insights to improve portal adoption, functionality, and overall client experience. • Oversee user documentation and training resources.

Operational Excellence & Continuous Improvement

• Manage initiatives to enhance client experience, service quality, operational efficiency. • Monitor service trends, issues, client feedback, and help identify opportunities for improvement. • Collaborate with global Client Services teams to share best practices and promote consistent service delivery. • Provide day-to-day guidance and support to other members of the North America-based Client Services team.

Qualifications & Experience

• Bachelor's degree in Finance, Economics, Business Administration, or related field. • 5+ years of experience within asset management, investment servicing, wealth management, financial services, or a related client-facing environment. • Experience supporting institutional investors, consultants, intermediaries, or retirement clients. • Experience supporting client-facing technology platforms, digital channels, or portal solutions is highly desirable. • Excellent verbal and written communication skills. • Strong organizational and project coordination capabilities. • Demonstrated problem-solving and stakeholder management skills. • Proficiency in Microsoft Office applications, including Excel and PowerPoint.