Who we are looking for

Our team is rapidly growing and we are seeking a Client Service/Client Change Manager to join the team.  We are looking for a person who has excellent relationship and communication skills, able to work independently in order to manage client relationships but also assist in the onboarding of new business for existing and new clients. You will work with the Client in addressing all types of queries including also setting up new businesses by identifying the fund complexity, service partners and investor-related activities, and their interdependencies. The Client Service Manager will be responsible for monitoring the service quality levels and ensuring the core services are being provided with quality and on a timely manner.

The team you will be joining is a part of CCO (Chief Commercial Office). State Street gives asset owners and managers access to the essential financial tools they need to deliver effective investment solutions. From core custody, accounting, fund administration and shareholder recordkeeping, to complete operations solutions and servicing for alternative assets like OTC derivatives, private equity and real estate, State Street tools help our clients make better investment choices and act on growth opportunities.

Join us if making your mark in the financial services industry from day one is a challenge you are up for.

Why this role is important to us

You will be joining the Investment Services function that allows us to deliver a comprehensive, holistic approach to each client relationship — for asset managers and asset owners, insurance companies, and official institutions globally. It means our client-facing functions work together to bring the very best solutions and services the firm has to offer — across all of our locations, products, and capabilities.

Join us if making your mark on the long-lasting client relationships we build is a challenge you are up for.

What you will be responsible for

As a Client Change Manager, you will:

Develop and stay current with State Street strengths that differentiate us from the competitionMaintain a high level understanding of all State Street products (including ETF) and services from complex back office outsourcing to bundled custody & fund accounting servicesdevelop, agree and lead customer account for State Street Bank Luxembourg's customers, working closely with other departments within Investment Services and the rest of State Street.Be accountable for product and service excellence, enabling the unified model that joins Client Service and Delivery around a common cultureAct as first line of defense in service delivery issuesOwn the overall operating model framework and drive operating model improvementsTrack and coordinate fund lifecycle events (fund launches, class launches, mergers, etc)Execute key controls to ensure smooth and accurate execution of fund lifecycle events in line with various Service Level AgreementsParticipate in Change Requests to meet new business / customer requirementsMonitor service quality levels (governance call, SLAs, errors tracking, etc..)Connect client with STT expertise on fund structures, regulatory, accounting and administration considerations, market operations and securities processingEngage appropriate parties for resolutionBe primary escalation point for clients’ service issues. Secondary escalation for Transfer Agent related issuesReview, cleanse and report on client KPIsDiscuss KPI results and implications with clientConnect client with STT expertise on fund structures, regulatory, accounting and administration considerations, market operations and securities processingEnsure incidents are logged in a timely manner and follow up on remedial actionsEnsure AML/KYC tasks are duly performed about the customers to cover and that all legal documentation i.e. fees schedules and agreements, is duly signed and stored in the bankAct as Local Relationship Manager (where necessary)Own and Orchestrate the Client RelationshipLook after Commercial & LegalsEnsure regular reviews of service quality take place between the customer and the State Street customer service delivery team.Look after financial managementActively follow-up the invoicing of our clients to ensure receivables are duly collectedWork in tandem with the Sales team and when necessary.Provide SME support for RFP projects and due diligence meetings

What we value

These skills will help you succeed in this role

Excellent relationship and communication skillsStrong organizational skillsAble to work independentlyAble to work under pressure and to respect deadlinesAbility to build and manage the client relationship and communicate effectively to key State Street stakeholdersProven ability to self-develop competencies and keep abreast of industry initiativesTeam oriented and enthusiastic with a positive can do attitudeAbility to learn quickly and work autonomouslyA thorough and methodical approach to problem solving

Education & Preferred Qualifications

University Degree in Finance, Economics, Business Administration, Accounting or Science related subjectExcellent knowledge of the fund administration servicing business (custody, fund accounting and Transfer Agency functions at a minimum)10 or more years of financial services industry experiencePossesses a knowledge of State Street's products and servicesProficiency in English; any additional European Language is preferredAdvanced computer skills (Excel, Word, Power Point and Outlook)

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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