Senior Lead – Client Pod, Managing Director

State Street

Client Pod Senior Lead managing AOIA client service experience with accountability for delivery against KPIs and SLAs. Leading senior client relationships and a high performing team with a focus on service quality and operational stability.

Posted 7/13/2026full-timeBoston • Massachusetts, Pennsylvania • 🇺🇸 United StatesSenior💰 $170,000 - $252,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client service experience management, operational risk oversight, and performance metrics analysis. Proven ability to lead multi-location teams and drive transformation initiatives within the Investment Management sector.

Highest-signal resume keywords

Client Service Experience ManagementOperational Risk ManagementInvestment Management ExpertiseLeadership in Transformation InitiativesPerformance Metrics Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational AcumenPerformance Data AnalysisRisk Metrics DefinitionTechnology Delivery OversightVendor ManagementWorkforce PlanningSuccession PlanningClient Satisfaction OutcomesService Performance MetricsChange Management

Soft Skills

Trusted Senior CommunicatorClient Facing PresencePresentation CapabilityTalent DevelopmentHigh Performing Culture Leadership

Certifications & Qualifications

Bachelor’s Degree in FinanceBachelor’s Degree in AccountingBachelor’s Degree in BusinessBachelor’s Degree in EconomicsBachelor’s Degree in Mathematics

Industry Keywords

AOIA ProductsState Street Operating ModelInvestment ManagementOperational SupportRegulatory Compliance

About the role

Key responsibilities & impact

Own the global AOIA client service experience
Act as a senior escalation point for client service issues
Lead senior client relationships, ensuring effective service reviews
Define and oversee service performance and risk metrics
Partner with Relationship Management, Global Delivery and AOIA functions
Own client satisfaction outcomes using performance data and client feedback
Set and embed clear performance expectations and metrics
Lead a high performing, client centric culture
Build leadership capability through talent development, succession planning and targeted progression
Own workforce planning and productivity to support a scalable, resilient operating model
Provide senior sponsorship for technology delivery and vendor management
Actively manage operational and regulatory risk, ensuring compliance with internal policies and external requirements
Champion transformation and automation initiatives

Requirements

What you’ll need

Strong understanding of AOIA products, services and operating model
Strong knowledge of State Street’s enterprise operating model
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
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

Benefits

Comp & perks

Health insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
Retirement savings plan (401K) with company match
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