Fund Order Services - Client Solutions Officer

Who we are looking for?

We are seeking an execution-focused operations professional to design the new service from the ground up and help run it after launch. This role will work directly with teams performing the current manual process, convert that knowledge into a practical future-state model, embed risk and control requirements, prepare the operation for go-live, and oversee the service in BAU. The role requires someone who can work independently, get into the detail, drive decisions, and produce complete operational deliverables rather than simply coordinate meetings.

What You Will Own

Current-State Discovery and Future-State Design

• Lead detailed walkthroughs with teams outside FOS to document the current end-to-end process, data, handoffs, systems, decisions, exceptions, dependencies, and pain points.

• Create clear current-state and future-state process maps, roles and responsibilities, handoff points, service boundaries, and exception paths.

• Design a scalable operating model that minimizes manual work, clarifies ownership, supports controlled processing, and can be extended to future clients.

• Facilitate working sessions, challenge incomplete assumptions, document decisions, and close open items.

Control Environment and Operational Risk

• Identify risks at each step of the future-state workflow and design preventive, detective, and recovery controls with clear owners and evidence requirements.

• Draft and maintain SOPs, supporting procedures, Business Process Maps, Archer controls, Task Manager checklist items, and FTTOP documentation.

• Develop practical contingency and recovery plans for technology failures, incomplete data, missed handoffs, processing exceptions, and other disruption scenarios.

• Support NBPRA conditions, readiness evidence, internal approvals, and the post-implementation review.

Operational Readiness and Implementation

• Define readiness criteria and ensure people, process, technology, controls, data, support coverage, contacts, training, and escalation paths are in place.

• Plan and conduct model office and production parallel activities, document results, resolve gaps, and support go-live recommendations.

• Coordinate end-to-end readiness with upstream and downstream teams and ensure each handoff is understood, tested, and supported.

• Bring the service into production, support stabilization, and transition deliverables into sustainable BAU routines.

Ongoing Service Oversight

• Oversee daily service delivery in a highly automated environment, focusing on exceptions, breaks, control results, aging items, client impact, and recurring issues.

• Analyze operating data and incidents to identify root causes, control weaknesses, and opportunities for automation or simplification.

• Maintain procedures and controls as the solution evolves and support onboarding of additional clients without weakening the operating model.

What Success Looks Like

• Current and future states are complete, understandable, and agreed across all teams that perform or support the service.

• Controls and contingency plans are embedded in the design, evidenced through testing, and ready before production launch.

• BAU operates with clear ownership, effective exception oversight, current documentation, and a continuous-improvement mindset.

Required Experience and Capabilities

• Hands-on fund operations experience, preferably in FOS, Transfer Agency, cash allocation, or a related end-to-end transaction workflow.

• Experience designing operating models, documenting processes, identifying operational risks, and implementing controls and procedures.

• Demonstrated ability to turn incomplete information into structured, usable deliverables and drive open items through closure.

• Strong analytical, facilitation, writing, and stakeholder-management skills, with close attention to operational detail.

• Comfort operating in a dynamic environment and taking direct ownership for implementation and BAU outcomes.

Preferred Experience

• Experience with Business Process Maps, Archer, Task Manager, FTTOP, NBPRA, model office, or production parallel activities.

• Experience supporting the launch and stabilization of an automated financial-services operation.

• Knowledge of exception management, service metrics, incident management, and root-cause analysis.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Discover more at StateStreet.com/careers

Salary Range:

$60,000 - $101,250 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

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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.