What we value

The Head of Client Service & Relationship Management is a senior level position responsible for managing the Client Management function and associated teams across Latin America and the Caribbean within the Strategic Growth Region. This role will have overall responsibility for leading and overseeing regional Relationship Management and Client Services teams. The primary objectives of the role are to strengthen a world class, high-energy team that is focused on the retention and growth of the IS client base with a focus on client satisfaction. This position has direct responsibility for revenue retention and client satisfaction within the LatAm & Caribbean Investment Services business line.

Why this job is important to us

You will be joining the Investment Services organization to support delivery of a comprehensive, holistic approach to each relationship — across the region. It means our client-facing teams work together to bring the very best solutions and services the firm has to offer — across all of our locations, products, and capabilities.

What you will be responsible for

• Serve as the regional lead of the Client Management business overseeing commercial, strategic, and regulatory matters between clients and State Street.
• Drive coordination of State Street services to our clients across our delivery and product organizations, regional teams and sales staff.
• Strengthen and deepen relationships with our clients by constantly monitoring the client’s experience (through NPS scores) and partnering with business leads to maintain a consistent focus on our clients.
• Responsible for preparation of proposed deal and client financials in coordination with appropriate internal stakeholders and ensuring that the new business review procedures are consistently followed.
• Provide updates, as appropriate, on the financial health of clients and own plans to remediate unprofitable clients.
• Responsible for supporting organic and incremental growth, new business committed revenue, and overall target revenue goals with assigned client(s).
• Work closely with assigned Sales counterparts to convey client needs, identify potential State Street solutions, outline a strategy for engagement and ultimately achieve growth in share of wallet and /or revenue for our clients.
• Serve as an escalation point for critical service issues or roadblocks and manage issues through to resolution.
• Inspirational leader of people who builds and leverages diverse talent that consistently delivers against targets.
• Analyses risks and benefits of different courses of action - ensure that solutions fall within State Street’s risk appetite.
• Builds trust and collaborates with key internal stakeholders.
• Demonstrated ability to provide fresh insights, is resilient, a change leader. A strong negotiator and influences courageously.

What we value

• Proven ability to earn client trust and develop relationships (internal and external)
• In-depth knowledge of the regional markets, clients and overall geo-political landscape.
• Broad and in-depth experience in Investment Services products and investment industry (financial instruments, workflows, major players, trends, etc.).
• A strong leadership profile coupled with outstanding communication and inter-personal skills.
• Superb business judgment and ability to think through complex business issues.
• Ability to gain an understanding of client business, challenges and strategic direction and subsequently articulate value proposition for new products and solutions.
• Proven ability to develop junior talent and provide mentoring where needed.
• Ability to make tough decisions, to change and adapt quickly, while remaining focused on customers and executing business initiatives.
• Strong relationship management skills and the ability to influence internal business partners in a matrix work environment.

Education & Preferred Qualifications

• Degree in a business or technical field such as Finance, Business or equivalent (Master Degree preferred) or equivalent business experience.
• 15+ years of total work experience preferred with 10 years of Financial Services experience in Relationship Management/Sales or Client Service.
• Trilingual Proficiency in: English, Spanish and Portuguese.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Discover more at StateStreet.com/careers