Job Description: Global Operations Center Americas Team Lead

Who we are looking for

Manage an existing, growing, Global Operations Team supporting and enhancing our clients’ operational use of the Charles River IMS (CR IMS) systems.  The role requires strong management, communication, and leadership skills as well as “hands-on” client issue management, production support, product enhancements, client relations, and staff hiring/development.

Why this role is important to us

The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created the first open front-to-back platform - State Street Alpha, that was launched in 2019.

Join us if delivering next generation infrastructure, using emerging technologies like AI and Blockchain sounds like a challenge you are up for.

What you will be responsible for

As a Global Operations Americas Team Lead you will:

• Identify opportunities to improve the service and delivery model and work with staff, peers, and management to improve and enhance the services.
• Act as an Escalation point for GOC Team members on client or internal operational issues
• Support and enhance Clients’ ROI from CR IMS
• Support and facilitate Charles River’s business objectives

Operations

• Escalate issues to Senior Management using sound judgement
• Troubleshooting and issue resolution
• Hands-on management of key clients
• Monitoring of queue to ensure accuracy, completeness, timely, and proper progress
• Mentoring junior team members through issues and major processes
• Oversight of issue resolution and support for team members
• Daily operational monitoring, support and resolution for regional Clients as well as other Clients as part of the global team and follow-the-sun support model
• Accountable for ensuring defined processes are followed
• Identification of issues in existing processes
• Occasional off hours / weekend support
• Service Partner communications and coordination
• Clear and accountable reporting to Senior Management
• Manage team to provide reliable mission critical software-based operations and support
• Provide day-to-day performance management and support for subordinates
• Work with CRD colleagues to smoothly transition new Clients to production operation through the onboarding process.
• Work with vendors as partners to deliver a tightly integrated, seamless service to Charles River Clients.

What we value

• Hands on capability to undertake basic investigative activities on RDBMS such as writing and running queries and data investigations, basic performance diagnosis, basic administration functions
• Familiarity with common technology platforms and the ability to guide and check technical approaches and issues resolution. Platforms used include RDBMS, Windows, ETL, MQ, PL/Transact SQL, Web Admin and Web Services.
• Facilitate and manage Issue diagnosis and resolution
• Oversee technology management and issue resolution

Education & Preferred Qualifications

• Bachelor’s degree preferred
• 7+ years overall experience
• 3+ years’ experience managing and supporting mission critical production software applications.
• 3+ years’ experience in a management/leadership role.
• 2+ years of database software or IT technical experience.
• Experience or familiarity with servers and networks is preferred.
• Experience with the following is preferred: databases, server operating systems, servers, networks, job scheduling software, system monitoring software
• Track record of leadership in high-growth, mission critical software-based operations and support environment.
• Ability to manage staff through multiple projects and tasks with changing deadlines.
• Excellent Customer Service skills, expectation management
• Project and staff management and mentoring skills
• Strong interpersonal, verbal, and written communication skills.
• Partner liaison (internal and external)

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.

Company: Charles River Development

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.

State Street’s Speak Up Line