Performance & Analytics Client Service Specialist, Senior Associate

About the job

Role Overview

As a Performance & Analytics Client Service Specialist (SA), you will support the accurate and timely delivery of investment performance, attribution, and analytics services for assigned clients. You will take ownership of assigned client enquiries and service issues, investigate exceptions, and coordinate with internal partners to support timely resolution and agreed client outcomes.

Working closely with Relationship Management, Product, Technology, Change, and Delivery teams, you will monitor service performance, prepare client updates and reporting, and contribute to onboarding and service improvement activities. You will perform your responsibilities in accordance with established risk and control requirements and support the adoption of approved automation and AI tools to improve service quality and operational efficiency.

Key Responsibilities

Client Excellence & Experience

• Support the delivery of Performance & Analytics services for assigned clients in accordance with agreed service level agreements, operating procedures, and client requirements.
• Serve as a point of contact for assigned client enquiries, providing clear updates and coordinating timely resolution through to closure.
• Apply knowledge of investment performance measurement, attribution, and analytics to investigate client enquiries and service issues, involving relevant specialists and escalating complex or material matters as appropriate.
• Monitor assigned service deliverables and follow up with relevant teams to address delays, exceptions, and issues affecting accuracy or timeliness.
• Prepare and review client service updates, reporting, and supporting analysis for accuracy and completeness.
• Support client meetings, service reviews, and due diligence activities by preparing relevant information, documenting actions, and tracking agreed actions through completion.
• Build effective working relationships with Relationship Management, Product, Technology, Change, and Delivery teams to support client requirements and issue resolution.
• Contribute to client onboarding, implementation, and service changes by coordinating assigned activities and tracking outstanding items.
• Identify recurring client service issues and contribute to root cause analysis and actions to improve the client experience.
• Share knowledge and provide guidance to less experienced colleagues regarding Performance & Analytics services, client requirements, and established procedures.

Risk, Governance & Transformation

• Perform assigned responsibilities in accordance with applicable policies, operating procedures, regulatory requirements, and established controls.
• Identify and escalate risks and control issues and support their management in accordance with established policies, procedures, and control requirements.
• Monitor service metrics, risk indicators, and outstanding issues to identify emerging trends and escalate matters requiring further action.
• Prepare and analyze management information and service reporting to support operational oversight and governance reviews.
• Maintain accurate records of client issues, control evidence, and agreed actions to support traceability and timely follow up.
• Support audits, regulatory reviews, and control assessments by providing requested information and tracking assigned actions through to completion.
• Identify, recommend, and support improvements to processes, procedures, reporting, and controls to enhance service quality and operational efficiency.
• Support the implementation and responsible use of approved automation and AI tools in accordance with applicable governance, data protection, and control requirements.
• Demonstrate State Street’s Risk Excellence principles through ownership of assigned activities, timely escalation, and consistent adherence to controls.
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Requirements & Qualifications

• 2+ years of relevant experience in performance analytics, investment operations, client servicing, or a related financial services environment.
• Good knowledge of investment performance measurement, attribution, and analytics services.
• Understanding of investment operations, client servicing, and operational risk and control requirements.
• Experience investigating client enquiries or operational issues and coordinating with relevant teams to support timely resolution.
• Strong written and verbal communication skills, with the ability to explain issues clearly and provide accurate updates to clients and internal stakeholders.
• Strong analytical, problem-solving, organizational, and prioritization skills.
• Ability to take ownership of assigned activities and deliver accurate results with limited supervision while managing changing priorities.
• Ability to share knowledge and provide guidance to less experienced colleagues.
• Familiarity with performance analytics platforms and reporting tools; experience supporting process improvement, automation, or approved AI tools is desirable.
• A bachelor’s degree in finance, accounting, economics, mathematics, business, or a related discipline, or equivalent professional experience.
  

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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