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Global Head – Client Experience & Operational Excellence, VP III
State Street. Define and execute the operational excellence strategy across Client Experience Business Services .
About the role
Key responsibilities & impact- Define and execute the operational excellence strategy across Client Experience Business Services
- Establish and manage a global function focused on enterprise metrics, incident management, risk & controls, and process optimization
- Drive the future-state vision, performance expectations, and operating model alignment
- Define operational metrics across client implementation, shareholder services, client billing, and client reporting
- Support OKR definition, tracking, and reporting, ensuring alignment between strategy, execution, and outcomes
- Act as a thought leader on best practices for operational processes and controls, leveraging modern technology and AI
- Implement tools and scalable solutions that reduce manual work and enhance operational resilience
- Prioritize initiatives to balance impact, risk, effort, and dependencies, maximizing business value
- Partner with the Global Head of Client Experience Products to establish and scale the Operational Excellence team
- Lead management, staffing, and development of a high-performing global team
- Provide coaching and development to team members aligned with evolving business needs
- Ensure risk and controls are well-documented, globally consistent, and scalable across regions and functions
- Define and track key risk and performance metrics to drive transparency, accountability, and continuous improvement
- Collaborate with stakeholders across business, technology, and operations to ensure alignment with performance, scalability, and compliance requirements
- Build strong partnerships across the Client Experience organization and control functions
- Serve as a culture champion, promoting innovation, accountability, and continuous improvement
Requirements
What you’ll need- 10+ years of relevant experience, including 8+ years in investment operations and/or business controls
- Deep understanding of asset management operations, including front-to-back workflows and systems
- Strategic thinking with a strong focus on transformation, innovation, and client outcomes
- Demonstrated leadership experience managing global teams and complex cross-functional initiatives
- Strong knowledge of risk management, controls, and regulatory requirements
- Proven ability to define and implement operational metrics and performance frameworks
- Experience leveraging AI and modern technology to drive operational efficiency
- Strong stakeholder management, communication, and influencing skills
- Proficiency in Microsoft Excel, PowerPoint, and Copilot
- Bachelor’s degree required; advanced degree preferred.
Benefits
Comp & perks- Health insurance
- Flexible work-life support
- Paid volunteer days
- Professional development opportunities
- Vibrant employee networks
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
operational excellence strategyenterprise metricsincident managementrisk managementprocess optimizationoperational metricsperformance frameworksAItransformationclient outcomes
Soft Skills
strategic thinkingleadershipstakeholder managementcommunicationinfluencingcoachingdevelopmentinnovationaccountabilitycontinuous improvement