Client Pod Senior Lead, Managing Director

What You Will Be Responsible For

• Own the global AOIA client service experience, with accountability for delivery against contractual commitments, SLAs and operating standards.
• Act as a senior escalation point for client service issues, supporting root-cause analysis and sustainable resolution.
• Lead senior client relationships, ensuring effective service reviews, disciplined action management and controlled delivery of material client change.
• Define and oversee service performance and risk metrics across quality, timeliness, volumes, growth, cost and operational risk.
• Partner with Relationship Management, Global Delivery and AOIA functions to deliver consistent, high quality client outcomes.
• Own client satisfaction outcomes, using performance data and client feedback, including NPS, to prioritise improvement.
• Represent AOIA in senior client forums, due diligence and control engagements.

Leadership

• Set and embed clear performance expectations, standards and metrics that drive consistent client outcomes, service excellence and accountability.
• Lead a high performing, client centric culture with a One State Street mindset across functions and geographies.
• Provide senior leadership to global teams, driving engagement, execution and sustained delivery.
• Build leadership capability through talent development, succession planning and targeted progression.

Operational & Risk Excellence

• Own workforce planning, productivity and simplification to support a scalable, resilient operating model.
• Ensure consistent global service standards, metrics and risk controls.
• Provide senior sponsorship for technology delivery, vendor management and new business governance.
• Actively manage operational and regulatory risk, ensuring compliance with internal policies and external requirements.
• Support audits, regulatory reviews and governance reporting.
• Champion transformation and automation initiatives, including the use of AI, to improve service quality, efficiency and resilience.

Education & Preferred Qualifications

• Strong understanding of AOIA products, services and operating model, and how these translate into client outcomes.
• Strong knowledge of State Street’s enterprise operating model, applying a One State Street approach to align stakeholders and deliver consistent client outcomes.
• Trusted senior communicator with strong client facing presence and presentation capability.
• Proven experience leading and resourcing global, multi-location teams.
• Demonstrated ability to lead through change and sponsor transformation.
• Strong technical and operational acumen, with the ability to understand complex systems and partner effectively with technology teams on enhancements and automation.
• Bachelor’s degree in Finance, Accounting, Business, Economics, Mathematics or a related discipline, or equivalent professional experience.

Pay

Salary Range $170,000 - $252,500 Annual

Benefits

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.