Head Of Client Implementation, EVP

State Street is a global provider with $41.8 trillion in assets under custody and/or administration and $4.1 trillion under management. *Our investment servicing business provides solutions to some of the worlds most sophisticated institutional investors through our enterprise outsourcing capabilities, underpinned by our integrated front-to-back State Street Alpha SM platform.

Global Delivery manages our custody, accounting, fund administration, alternatives, middle office, transfer agency and securities operations. Our team of close to 30,000 employees operate across 22 countries around the world delivering integrated solutions to support our clients as they grow and innovate creating better outcomes for the people they serve.

The Head of Client Implementation is responsible for leading, driving and delivering strategic on-boarding programs across the full suite of State Street products and service solutions. This role will lead the Client Implementation Program Management team working on behalf of senior Client and State Street stakeholders to implement front to back, software, data and platform solutions aligned with strategic priorities and agreed commercial outcomes.

The Head of Client Implementation is a member of the State Street Operating Group and the senior lead interfacing with Global Delivery, Global Technology Services, Risk, Finance, Human Resources, Alpha and commercial segments and other relevant partner/stakeholder groups. They have ultimate accountability to the executive (and other relevant) committees for the successful execution of on-boarding programs underpinning our strategic growth and commercial objectives.

This role will lead a global team of Client Implementation Managers orchestrating programs across key State Street, client and third-party stakeholders. This includes management of project execution, solution management, change management, conversions, development, testing and release management, operational readiness, implementation go-live and hyper-care phases. This role will oversee all programs globally with accountability for delivering agreed financial, business and client service outcomes ensuring robust governance, stakeholder management and project execution.

The Head of Client Implementation is responsible for ensuring

• Client on-boarding activities are performed and programs are delivered to clients in accordance with all contractual and implementation service level agreements
• High standards of accuracy and timeliness, on-boarding in an efficient and controlled manner with a continuous focus on quality and speed of implementation
• On-boarding policies, procedures and controls are documented, adhered to and are compliant with relevant SOC/ISAE controls and risk management protocols
• Key metrics, performance and risk indicators are in place to track progress versus program milestones and performance to contractual commitments
• Financial performance to program plans, forecasts are accurate, resource and expenses are actively managed with a continuous focus on driving efficiency
• Client are proactively managed throughout the implementation lifecycle, program service reviews are conducted on a regular basis, actions are documented and completed
• Internal stakeholder teams are appropriately represented, prepare for and actively participate in relevant implementation client meetings, presentations and performance reviews
  
• Thorough review of business change and service requests including operating model/service design, resource and technology requirements and risk assessments
• Operating models are best in class and scalable, leveraging global process standards where possible and clients are serviced on strategic product platforms solutions
• Optimal organization, resources are available and advance planning occurs to cater for changes in growth, on-boarding, conversions, regulatory and other program demands
• Proactive management of technology and vendors on the functional specification, testing and successful on-time delivery of new functionality and/or software upgrades
• Effective team building, training, development, talent and succession planning with a focus on setting challenging but realistic performance and stretch goals
• Executive management, client/legal entity boards, second and third lines of defense are informed of relevant program updates, issues and risks in a timely manner
• Awareness of relevant business and product developments, market/industry trends and regulatory changes impacting our clients and market participants

The candidate for the Head IS Client Implementation will possess and/or be able to demonstrate,

• A proven track record at a senior global level in asset servicing or asset management. Over 15 years leadership experience within client service, operations and/or technology.
• Extensive, in-depth relevant experience in on-boarding program management, leading fast paced, strategic client service and software implementation programs across client facing, operations and technology functions within a global financial services enterprise
• Ability to initiate, plan, execute, monitor, control and deliver a portfolio of major client implementation projects concurrently, managing multiple implementation teams ensuring on time and on budget delivery of strategic client and product outcomes
• An exceptional understanding of standards-based program management and business analysis practices (Agile/Six-Sigma/Lean), with demonstrable skills in effective program governance, project management tools and methodologies
• Excellent leadership skills influencing global cross-functional teams with a focus on pro-active communication and managing multiple and sometimes challenging stakeholders
• Exceptional communication and Client relationship management skills, with an ability to think strategically, manage complexity, significant change and multiple key priorities
• Commercially astute with an ability to manage uncertainty with extensive experience in managing senior internal and client stakeholders, who are critical to implementation success

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• Demonstrated resiliency and track record of leading high-profile, high-pressure programs; Energy, enthusiasm and an obsession with quality and delivering to clients/stakeholders
• A relevant graduate degree or master’s qualification that can be leveraged in this role

*Figures as of Q4 2023

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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