North America Client Services & Client Portal, AVP - State Street Investment Management

Location: Boston, Massachusetts

We are seeking a client-focused, proactive, and highly collaborative individual to support North American clients and Client Portal activities. Working closely with Sales and internal stakeholders, the role helps deliver a seamless client experience through effective coordination, problem-solving, and service support.

Why This Role Is Important

The Client Services & Client Portal, AVP will play an important role in delivering a scalable, client-centric service model for North American clients, combining day-to-day client servicing with support for the Client Portal and broader digital client experience. This individual will serve as a player-coach for the North America-based Client Services team.

Key Responsibilities

Client Service Support

Partner with Sales and internal stakeholders to deliver a seamless client experience and meet client needs.

Identify, escalate, and help resolve service issues and potential risks in a timely manner.

Manage client support activities, including, but not limited to

• Developing service standards
• Owning processes
• Leading interactions with Sales
• Handling escalated client issues
• Conducting quality oversight
• Managing contact updates across systems
• Mentoring/training members of the team
• Responding to Client Reporting queries and amendments.
• Liaising with Investment Operations (e.g., Shareholder services of authorized signatories list updates)
• Managing TPRM process and 3rd party / vendor management.

Handling ad-hoc pooled fund communications

Responding to non-portal, operational, client inquiries

Client Portal Support

• Coordinate with Technology and Operations teams to resolve client issues.
• Leverage client feedback and usage insights to improve portal adoption, functionality, and overall client experience.
• Oversee user documentation and training resources.

Operational Excellence & Continuous Improvement

• Manage initiatives to enhance client experience, service quality, operational efficiency.
• Monitor service trends, issues, client feedback, and help identify opportunities for improvement.
• Collaborate with global Client Services teams to share best practices and promote consistent service delivery.
• Provide day-to-day guidance and support to other members of the North America-based Client Services team.

Qualifications & Experience

• Bachelor's degree in Finance, Economics, Business Administration, or related field.
• 5+ years of experience within asset management, investment servicing, wealth management, financial services, or a related client-facing environment.
• Experience supporting institutional investors, consultants, intermediaries, or retirement clients.
• Experience supporting client-facing technology platforms, digital channels, or portal solutions is highly desirable.
• Excellent verbal and written communication skills.
• Strong organizational and project coordination capabilities.
• Demonstrated problem-solving and stakeholder management skills.
• Proficiency in Microsoft Office applications, including Excel and PowerPoint.

Salary Range

$80,000 - $140,000 Annual

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.

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our 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 our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

About State Street

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.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

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.

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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.