Purpose Of Role:

Responsible for performance management monitoring over operational groups in Poland. Support internal clients to achieve stable cooperation with number of internal stakeholders by providing operating model support and expertise.  Investigate new and better ways of meeting the needs of our clients ensuring an emphasis on key metrics, risk reduction, efficiency and control.

Specific Duties:

Leadership and Management

• Assist Service Governance Team members from the perspective of technical aspects.
• Recommend and implement training and development activities for individuals and the Service Governance team as well as across the Poland Operations.
• Provide coaching, guidance and support to staff on technical, professional and client issues.
• Assist with recruitment of new staff.
• Participate in & support company committees and initiatives.

Management of Service Delivery

• Review errors and potential breaches across Poland Operation departments; prepare analysis, identify trends and suggest, request and contribute to remediation actions.
• Analyze timeliness of operational groups on a daily basis. Categorize and draw trends. Provide extended report on reasons including recommended remedial actions.
• Participate in service calls with internal stakeholders providing key facts and technical support while discussing operating model and performance issues.
• Escalating observations on operating model to the Business and other appropriate forums/work streams ensuring adequate analysis and research backing these up.
• Designing efficient and robust solutions to the problems presented, with a key focus on risk reduction and control.
• Encouraging continual process improvement using Lean Methodologies.
• Identify issues and problems in service delivery across Fund Accounting and all other Operational groups and recommend and implement corrective action.
• Produce monthly Poland MI Report for all operational groups.
• Plan and manage all relevant project work.

Manage Relationships

• Maintain close contact with Officer and AVP (Service Governance Team Manager and Senior Manager), briefing him/her on all issues and problems both actual and potential.
• Develop and maintain good relationships with relevant colleagues in Poland Operations teams, OAO representatives and contacts in Donor Sites.
• Act as focal point for contacts and meetings with other departments and external contacts.
• Participate in Service Reviews and ad hoc client/donor site meetings.
• Act as a source of technical expertise on the model of interactions between Fund Accounting and related Global Process Delivery as well as downstream impact from one operational group on another.

Communication

• Establish and maintain good working relationships with all operational teams in Poland, communicating effectively through formalised reporting and ad hoc liaison. 
• Provide resolution of enquiries and liaise with appropriate parties to resolve/ escalate queries / problems within agreed timescales.
• Ensure that your Service Governance Team Manager and others, as appropriate, are kept aware of all issues/problems/queries/work in progress that may impact upon the quality of service being given.

Specific Qualifications / Skills:

• Experience in a Fund Accounting or any other Operational group is necessary.
• Very good working knowledge of Excel and Power Point. VBA knowledge is an asset.
• Strong analytical skills.
• Ability to perform effectively within deadline driven environment.
• Degree Business, Finance, or Accounting preferred but not essential.
• Solid knowledge of the financial services industry and awareness of State Street services and Global Operating Model e.g. fund administration, pricing, custody, client reporting.  Previous experience of business/process analysis preferred but not essential.