Promote consistent service quality, clear ownership, disciplined execution, and scalable operating practices across locations and teams.
Incident Management and Preventive Action Oversight
Monitor and analyze Client Services-related incidents across all covered businesses and locations.
Oversee the development, tracking, and completion of preventive action plans, including follow-up on recurring themes and emerging risks.
Provide management insight into incident drivers, root-cause themes, remediation progress, and opportunities for service improvement.
Control Partnership, Self-Assessment, and Audit Coordination
Coordinate with internal control functions, including OPG and BRM, to support Client Services compliance with applicable internal control requirements.
Coordinate and oversee Client Services self-assessment and audit-related activities, including information gathering, response tracking, remediation coordination, and management reporting.
Maintain a clear distinction between business ownership and the independent responsibilities of control functions.
Management Information, KPI, and Analytics
Prepare and distribute management information and KPI reports that identify activity drivers, service trends, capacity considerations, and matters requiring management attention.
Aggregate and analyze qualitative and quantitative data for operational matters affecting Global Custody Client Services.
Establish and maintain fit-for-purpose internal and external KPI frameworks, including definitions, data ownership, reporting cadence, and escalation principles.
Coordinate the preparation and delivery of client KPI reports, ensuring consistency, accuracy, and timely follow-up on identified actions.
Client Experience and Service Excellence
Analyze Global Custody Feedback and coordinate associated action plans across relevant Client Services teams.
Coordinate Client Experience improvement initiatives and support progress toward service excellence.
Translate client feedback, incident trends, KPI outcomes, and operational observations into prioritized improvement actions.
Workforce Insights, Skills, and Development
Oversee and analyze overtime trends, identify key drivers, and coordinate sustainable overtime-reduction initiatives.
Maintain the Client Services skill matrix to support capability planning, cross-training, succession readiness, and resource deployment.
Coordinate and oversee training status across Client Services, including completion tracking and follow-up with relevant owners.
Coordinate the Client Services rotation program, including the design and execution of short-term assignment programs in Luxembourg and Boston.
Experience / Qualifications / Key Skills / Attributes
Relevant experience in Client Services, securities services, global custody, operations, business management, quality assurance, or risk and control coordination within financial services.
Strong analytical skills, with the ability to synthesize qualitative and quantitative information into clear management insight and actionable recommendations.
Working knowledge of incident management, preventive actions, process improvement, KPI design, management reporting, self-assessment, and audit coordination.
Demonstrated project management capability, including scope definition, planning, governance, stakeholder coordination, issue management, and delivery tracking across functions and locations.
Strong stakeholder-management, written communication, and presentation skills, with the ability to work effectively with business, Operations, and control partners.
Advanced proficiency in Microsoft Excel and PowerPoint; experience with data visualization and management reporting tools is preferred.
Japanese language proficiency is required. Business-level English proficiency, both written and verbal, is also required.
High attention to detail, sound judgment, and the ability to balance client experience, operational discipline, control requirements, and scalable growth.
Self-motivated, collaborative, and able to manage multiple priorities in a global, cross-location environment.
Key Measures of Success
Timely visibility and effective follow-up of material incidents, preventive actions, and recurring themes.
Consistent and practical operating standards across the covered businesses and locations.
Reliable management information that supports informed decisions, prioritization, and clear accountability.
Measurable progress in client experience, service quality, operational efficiency, and overtime reduction.
Effective delivery of projects, training, skill development, and cross-location rotation initiatives.
About State Street
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.
As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
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