Overview :

The Client Portfolio Manager role defines the client commercial strategy within a portfolio of assigned clients, ensuring alignment with the broader cluster strategy.  This role is responsible for allocating resources within their portfolio to achieve the commercial goals set by the Chief Commercial Officer and their applicable Regional Head, including servicing goals as measured by the agreed Net Promoter Score (NPS) for their portfolio  The Client Portfolio Manager will additionally manage key relationships within their client portfolio in their own capacity.

Responsibilities:

• Developing and executing client commercial strategies to meet set performance goals and targets within a client portfolio

• Drive revenue growth for existing clients by:

  • Allocating relationship managers to deepen share of wallet with assigned clients

  • Allocating client service officers to maintain and improve client satisfaction ratings for assigned clients

  • Minimizing concessions by assigning relationship managers to mitigate claims of underperformance/failure

• Enhance client satisfaction: implement initiatives within the portfolio that improve client satisfaction levels and strengthen client relationships; set guidelines for where bespoke/heightened coverage is warranted

• Optimize resource allocation to efficiently allocate time and resources within portfolio to maximize productivity and achieve commercial and servicing goal. 

• Provide transformational leadership and increase the capability of the organization to successfully sell in an evolving market and to highly demanding clients.

• Embed a culture of net new revenue growth into relationship management. Success for the firm in this role will be measured not only on retention but more importantly growing wallet share across all geographies and products we offer.

• Constantly address talent to ensure we have top performers aligned to our most important relationships in a culture of partnership, accountability and growth.

• Meet employee engagement score targets for their portfolio aligned team

• Manage talent development and establish an agile work environment inclusive of ensuring that appropriate succession benches are in place for critical roles, while being particularly mindful of ID&E objectives.

• Develop and implement effective growth, transformation and long-term business goals.

Job Requirements:

• This individual must be hands-on (player/coach) and able to shift from formulating strategy to implementing and executing operational plans.

• This leader will be a relentless driver of continuous, metric-based net new revenue, performance and productivity improvement.

• An outstanding team and people developer, he/she will be passionate about client advocacy and will be an inspirational leader in front of clients and colleagues alike.

• 15+ years of experience in client facing functions in senior-level roles working directly with clients across the life cycle having led customer engagement, sales, support, learning, knowledge management, customer success, digital community, and/or relationship management.

• Understands State Street’s industry, competitor positioning and client base, while also awareness of global technology trends and how to apply those to support digital transformation.

• Strong commercial mindset and ability to break down barriers to achieve financial goals

• Ability to influence and work collaboratively with colleagues to drive  business goals

• Excellent communication skills and ability to work as one State Street

• Strong knowledge and network of key contacts in the industry

• Deep understanding of complex investment servicing solutions

• Strong leadership skills and ability to influence at the most senior level both internally and externally

• Ability to operate within a fast-paced, global environment

• Strategic, critical thinking and problem-solving abilities

• Demonstrated accuracy and high attention to detail

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:

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.

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.

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