Client Pod Senior Lead, Managing Director

Client Pod Senior Lead

As the Client Pod Senior Lead, you will have end-to-end accountability for the AOIA client service experience across all products and services.

• Own the global AOIA client service experience, with accountability for delivery against contractual commitments, SLAs, and operating standards.
• Act as a senior escalation point for client service issues, supporting root‑cause analysis and sustainable resolution.
• Lead senior client relationships, ensuring effective service reviews, disciplined action management, and controlled delivery of material client change.
• Define and oversee service performance and risk metrics across quality, timeliness, volumes, growth, cost, and operational risk.
• Partner with Relationship Management, Global Delivery, and AOIA functions to deliver consistent, high‑quality client outcomes.
• Own client satisfaction outcomes, using performance data and client feedback, including NPS, to prioritize improvement.
• Represent AOIA in senior client forums, due diligence, and control engagements.

• Set and embed clear performance expectations, standards, and metrics that drive consistent client outcomes, service excellence, and accountability.
• Lead a high‑performing, client‑centric culture with a One State Street mindset across functions and geographies.
• Provide senior leadership to global teams, driving engagement, execution, and sustained delivery.
• Build leadership capability through talent development, succession planning, and targeted progression.

• Own workforce planning, productivity, and simplification to support a scalable, resilient operating model.
• Ensure consistent global service standards, metrics, and risk controls.
• Provide senior sponsorship for technology delivery, vendor management, and new business governance.
• Actively manage operational and regulatory risk, ensuring compliance with internal policies and external requirements.
• Support audits, regulatory reviews, and governance reporting.
• Champion transformation and automation initiatives, including the use of AI, to improve service quality, efficiency, and resilience.

• Strong understanding of AOIA products, services and operating model, and how these translate into client outcomes.
• Strong knowledge of State Street’s enterprise operating model, applying a One State Street approach to align stakeholders and deliver consistent client outcomes.
• Trusted senior communicator with strong client‑facing presence and presentation capability.
• Proven experience leading and resourcing global, multi‑location teams.
• Demonstrated ability to lead through change and sponsor transformation.
• Strong technical and operational acumen, with the ability to understand complex systems and partner effectively with technology teams on enhancements and automation.
• Bachelor’s degree in Finance, Accounting, Business, Economics, Mathematics or a related discipline, or equivalent professional experience.
• 15+ years of experience in Investment Management operational support.

Salary Range: $170,000 - $252,500 annually. This range applies to the role in the primary location specified; it may differ if the candidate ultimately works elsewhere.

• 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 Employee Assistance Program
• Incentive compensation including eligibility for annual performance‑based awards (excluding certain sales roles subject to sales incentive plans)
• Eligibility for certain tax‑advantaged savings plans

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.

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.