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…