Client Relationship Manager, Vice President

Client Management
To develop, agree and implement client account plans, working closely with other departments within IS and the rest of STT. This will include developing senior level relationships within the client and coordinating all STT activity.

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Own and Orchestrate the Client Relationship

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Have direct responsibility for all aspects of the commercial, strategic and contractual relationships with clients

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Maintain client documentation & manage contract negotiations & execution including client fee schedules

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Develop senior level contacts within all assigned clients who have decision making roles

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Co-ordinate with the segment leads and facilitate a high level of collaboration across the internal SME’s to ensure all new business/cross sell opportunities are explored

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Develop and maintain an executive calling program for STT executives

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Ensure regular reviews of service quality take place between the client and the SSBT client service delivery team(s)

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Manage the Net Promoter Score (NPS) process
 

Financial Management
To be responsible for existing client P+L and be able to manage to STT shareholder goals

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Responsible for working with finance in the preparation of proposed deal and client financials in coordination with appropriate internal stakeholders and ensuring that the new business governance procedures are consistently followed

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Provide quarterly updates on the financial health of clients and own plans to remediate unprofitable clients

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Ensure that the product management function has reviewed all proposed services and has qualified the technical scope of any business opportunities
 

Risk Management
Effectively manage risk by ensuring:

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Ensure all risk items are managed successfully to conclusion within agreed timelines (through ERG, ICAMs)

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Understand and adhere to State Street's Standard of Conduct at all times, including always acting with integrity, observing approved standards of market conduct, and performing professional duties with due skill, care and diligence

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Demonstrate commitment to AML risk excellence through relevant participation in meeting the firm’s “know your customer” due diligence requirements, including for periodic and event driven reviews

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Escalate proactively material issues and unusual activity that might have an impact on the management of financial crime risk on an ongoing basis, as well as at the time of client’s periodic and event driven reviews

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Maintain role-specific knowledge of the current anti-money laundering and financial crime risks and issues affecting your business through training and communications

Escalation
All matters that could have an adverse impact on SSB, its clients and its relationships with regulators will be escalated to the Head of Client Coverage UK and relevant functional heads and to legal entity boards as appropriate. I understand that it is my responsibility to make sure that all matters I escalate are appropriately resolved.

CASS Escalation
Any material CASS related matter will be escalated within one business day of being confirmed to the relevant Compliance Officer, the State Street Bank and Trust Company Head of CASS UK and relevant functional heads as appropriate.

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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