Alpha Services Delivery-Americas, SVP

The Alpha Client Operations and Service Delivery - Americas will provide executive leadership for the delivery, governance, operational performance and client experience of Alpha clients across North America and Latin America. The role owns the regional service model and is accountable for ensuring consistent execution of Alpha services, operational performance, client satisfaction, operational resiliency, risk management and strategic growth across the region. The position provides leadership to Client Leads and Functional Leaders, serves as the primary executive escalation point for regional service and operational matters, and partners closely with Alpha Product, Technology, Data Operations, Relationship Management and other functional teams to deliver a consistent, scalable and high-performing client experience. What You Will Be Responsible For Scope Alpha clients throughout the AmericasRegional Client Leads and supporting service organizationsDirect and matrix leadership across operating centersClient experience, service delivery, governance, risk and operational performance across the region Leadership and Strategic Vision Act as Regional Alpha Client Operations and Service Delivery Lead across the AmericasEstablish and lead a high-performing, client-focused cultureDevelop and execute a regional service strategy that leverages scale, technology and operating center capabilitiesLead cross-functional collaboration and regional service governanceCoordinate closely with global Alpha leadership and regional functional leadersSupport strategic growth, transformation and operating model evolutionDevelop leadership talent and strengthen organizational depth across the region Deliver Service and Operational Excellence Ensure contractual commitments and service level agreements are achievedDrive accountability for consistent client experience, service quality, productivity and operational performanceAct as the senior escalation point for significant client and operational mattersLead risk management, escalation protocols and issue resolutionMaintain strong governance, control and operational resiliency disciplinesAnticipate client needs and proactively address emerging service and operational challenges Optimize Operating Model and Expense Management Manage operating efficiency, productivity, capacity and workforce planning objectivesDrive transformation, standardization and organizational simplification initiativesDeliver strategic initiatives supporting growth, onboarding and operating model evolutionImprove service quality, consistency and scalabilityPartner with Technology and Product teams to develop and deliver future-state capabilitiesEnsure global consistency in service standards and governance while addressing appropriate regional requirements Commercial Excellence Partner with Alpha growth teams on new business opportunitiesSupport strategic client growth and relationship expansionEnhance strategic client relationships, executive engagement and sponsorshipImprove client retention, advocacy and expansion opportunitiesContribute to Alpha revenue growth objectives while maintaining appropriate operational discipline and control Qualifications 15+ years of leadership experience in investment operations, client service, asset servicing, middle office, fund services or related client-facing operational leadership rolesProven experience leading large client operations and service delivery organizations supporting institutional investment clientsStrong understanding of institutional investment operations, front-to-back investment operating models and service capabilitiesTrack record of managing complex strategic client relationships and executive governance forumsExperience leading service transformation, client onboarding, conversions, operating model change and business growth initiativesDemonstrated ability to lead large, complex matrix organizations across operating centers and geographic locationsStrong commercial acumen and ability to partner effectively with sales, relationship management, product, technology and functional organizationsStrong financial management, workforce planning and operational management experienceStrong risk management and control orientation. Experience engaging with regulators, auditors and risk functionsExceptional communication, executive presence and presentation skills Success Profile A successful Americas Client Operations and Service Delivery Leader will: Be recognized as a trusted executive partner and senior operational leader for Alpha's strategic clients across the regionDeliver industry-leading service outcomes and a consistently strong client experienceDrive operational consistency, resiliency and continuous improvement across the regional organizationSuccessfully support growth while maintaining operational discipline and controlCreate strong alignment across Client Leads, Operations, Product, Technology, Relationship Management and other functional teamsDrive continuous improvement in NPS, service quality, productivity and operational resiliencyAnticipate client needs and proactively address emerging challengesLead effectively through influence and collaboration across organizational boundariesNavigate complexity and competing priorities while maintaining a strong client focusDevelop future leaders and strengthen organizational depthBuild a culture centered on accountability, client centricity and execution excellence Salary Range $225,000 - $337,500 Annual The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ. Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans. For a full overview, visit https://hrportal.ehr.com/statestreet/Home. 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. Discover more information on jobs at StateStreet.com/careers Read our CEO Statement Job Application Disclosure It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Job ID: R-799745