Performance & Analytics Client Servicing Lead, Vice President

About the job

Role Overview

As a Performance & Analytics Client Servicing Lead (VP), you will be accountable for the client service experience across performance, attribution and analytics services. You will provide senior leadership across client engagement, service performance, operational stability and issue resolution, ensuring consistently strong client outcomes and protecting client confidence.

You will be responsible for delivery against contractual commitments, KPIs, SLAs and agreed operating standards, while ensuring adherence to State Street's risk and control framework. Working closely with Relationship Management, Product, Technology, Implementation, Change and Global Delivery teams, you will drive service excellence, operational resilience, governance and continuous improvement across the client lifecycle.

You will champion a culture of Risk Excellence, ownership and accountability, while identifying opportunities to leverage automation, advanced analytics and AI-enabled solutions to enhance client outcomes, operational efficiency and scalability.

Key Responsibilities

Client Excellence & Experience

• Accountable for the delivery of Performance & Analytics services in line with contractual commitments, KPIs, SLAs and agreed client outcomes
• Serve as the senior escalation point for material client service issues, ensuring timely resolution, root cause remediation and transparent stakeholder communication
• Lead client governance forums, service reviews and action planning to drive service performance and strengthen client confidence
• Partner with Relationship Management, Product, Technology and Delivery teams to support onboarding, lifecycle changes and delivery of strategic client initiatives
• Monitor client performance, risk and service metrics to proactively identify trends, opportunities and areas requiring remediation
• Represent Performance & Analytics in client meetings, due diligence reviews, audits and regulatory engagements as required
• Support client retention and revenue protection by proactively identifying service risks, improvement opportunities and emerging client requirements

Leadership

• Provide leadership and technical direction across global teams, promoting a high-performing, client-centric culture focused on excellence and accountability
• Set clear objectives, performance expectations and success measures that drive consistent client outcomes and operational effectiveness
• Champion a One State Street mindset, fostering collaboration across functions, products and geographies
• Develop organisational capability through coaching, mentoring, knowledge sharing, talent development and succession planning
• Promote a culture of Risk Excellence and ownership, ensuring employees understand and execute their responsibilities in accordance with regulatory, policy and control requirements

Risk, Governance & Transformation

• Maintain a strong and sustainable control environment, ensuring adherence to established controls, governance frameworks, operating procedures and regulatory requirements
• Oversee the identification, escalation, management and remediation of operational, client and regulatory risks within remit
• Provide effective governance reporting and management information, supporting leadership decision-making through meaningful performance and risk insights
• Act as the senior Performance & Analytics subject matter expert for client onboarding, implementation, technology change and new business governance activities
• Support audits, regulatory reviews and control assessments, ensuring timely completion of actions and sustainable remediation of identified issues
• Drive continuous improvement across processes, controls and service delivery, improving scalability, efficiency and client outcomes
• Champion the responsible adoption of automation, advanced analytics and AI-enabled capabilities to improve service quality, decision-making, operational resilience and productivity, while ensuring appropriate governance and control oversight

Requirements & Qualifications

• Deep expertise in investment performance measurement, attribution and analytics across equity, fixed income, multi-asset and alternative investments
• Strong understanding of investment operations, client servicing, governance, risk management and control frameworks
• Proven ability to lead global teams and manage complex stakeholder relationships across functions and geographies
• Strong client-facing presence with excellent communication, influencing and presentation skills
• Demonstrated experience supporting transformation initiatives, including automation, data modernisation and AI-enabled solutions
• Strong analytical, problem-solving and decision-making capabilities
• Bachelor's degree in Finance, Accounting, Economics, Mathematics, Business or a related discipline, or equivalent professional experience. CFA, CIPM or IMC preferred
• 10+ years' experience in investment management, performance analytics, client servicing or related operational leadership roles
  

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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