Client Service Operations Assistant Vice President

Japan Custody Management Services (CMS) group acts as an overarching layer of oversight for the provision of end to end global custody services to our Japanese clients and their 3rd party asset managers.

CMS acts as the central point of entry to State Street for inquiries and escalations relating to core global custody operations.

Our teams strive to understand the strategic needs of our Japanese clients and asset managers. We foster close working relationships with key external and internal stakeholders to support the overall client experience. Be the custody advocate to assist in improving processes/reporting for custody best practice, for clients, asset managers and as well as State Street.

Who we are looking for

an experienced and client focused Assistant Vice President to join our Custody Management Service team. This role plays a key part in managing a part of or some parts of team, supporting clients, ensuring day to day client inquiries are taken care of. The AVP will serve as a key point of escalation, working closely with clients, internal stake holders, other global offices and Tokyo Client Service team to foster strong internal collaboration and contribute to the ongoing enhancement of our service model.

This position is based in Tokyo or Fukuoka.

What you will be responsible for

Trade AVP - Oversight and escalation management for settlement, FX, and cash-related inquiries and issues.

• Develop and sustain client relationships as appropriate by providing high standard client services in day to day operations.
• Work as escalation contact in internal and external stakes holders and responsible for keeping client KPI.
• Grasp current client needs and anticipate future needs by actively participating client calls.
• Facilitate mutual understanding and confidence and foster relationships with the other departments, such as client service team in Tokyo, global operation department or relationship management department so that the appropriate internal support can be obtained for client service purpose.
• Managing day to day inquires coming from clients and ensure that team provides satisfactory level of response to inquires in timely manner.
• Responsible for managing all aspects of resourcing within the team, such as staff retention and fair evaluation.
• Provide leadership and ongoing communication of team goals and objectives.
• Training and development of staff, coaching and succession planning including the completion of staffs’ evaluation and Individual Development Plans in accordance with company policy.
• Contribute to management team decisions and initiatives, participate in department business planning, goal setting and budgeting activities as directed.
• Promote and support change / initiatives within the organization.

What we value

These skills will help you succeed in this role

• Excellent client service mind set and skills
• Good management skill or its strong potentiality
• Strong communication skills for external and internal communication
• Good personality to be easily accepted by clients
• Native level Japanese with business level English required

Education & Preferred Qualifications

• Strong financial knowledge and/or experience is required, such as custody businesses, trust bank business and asset management businesses
• More than 10 years of experience in Custody or related role at financial institution and more than 3 years of staff manager experience required.
• Native level Japanese and business level English required.
• Experience for settlement, FX and cash preferable.