Who we are looking for:

Act as a point of contact with our clients, sub-custodians and internal departments for market activities and inquiries, including beneficial shareholder data reporting. Take any necessary actions needed to keep our clients funds compliant, in particular: administer the receipt, validation and fulfillment of security issuer requests for beneficial shareholder data where required by law or statute.

Ensure prompt responses and processing on all email inquiries and phone inquiries.  Follow up on exception situations and facilitate timely problem resolution to mitigate risk to the corporation and deliver excellent service to clients.  Oversee staff performing these same tasks and be there point of escalation for resolving issues.  Works with senior management keeping them informed of new developments, service issues, new business opportunities and department volumes and reporting.

What you will be responsible for:

• Responsible for managing a team of Beneficial Shareholder Reporting employees.
• Deliver highly valued services to clients to ensure quality services are consistently delivered and clients are offered State Street’s full range of services as their needs and our services evolve.
• Manage daily calls and emails for various inquiries, change requests, etc. from clients and Staff.
• Ensure superior client satisfaction by acting as an advocate for clients and ensuring client issues are satisfactorily resolved. Proactive identification of client needs and potential internal issues impacting client satisfaction.
• Report to client periodically (monthly, quarterly, annually) with reporting format defined by the client.
• Display and provide expertise in Beneficial Shareholder Reporting area.
• Manage internal and client expectations.
• Attend knowledge and training sessions for reporting requirements as they evolve.
• Administer a considerable volume of beneficial shareholder requests by security issuers or their agents.
• Analyze the requests for validity based on a legal summary of disclosure requirements.
• Review all output for completeness and accuracy.
• Regularly and effectively communicate statuses to issuers and their agents.
• Provide periodic metrics of productivity.
• Monitor Global Market Bulletins and notify client of any new requirements.
• Promote and complete all activities in line with internal standards (SOPS, Job Aids etc.).
• Lead/collaborate with others to drive success of team/department/organization.
• Proactively share and promote new ideas to support process improvements and changes to team processes.
• Deliver training and coaching to all staff.
• Ensure team is achieving accuracy and meeting pre-determined deadlines.

Shared Accountabilities:

• Work in conjunction with staff as well as other business units, shared services/COEs, outsource partners, external clients as needed to resolve issues/discrepancies and ensure client satisfaction through seamless processing, accuracy, and adherence to all SLAs/internal standards/guidelines.
• Liaise with COE's, shared service teams and other business units as required to escalate and resolve client's service/ operational issue.
• Internally focused and held accountable for making sure that functions and tasks are performed accurately and in accordance with defined time frames and client requirements.
• Typically has daily contact with Sub-custodians, Client Service, Client Management, COEs and BU Shared Service teams. 

Experience / Qualification / Key Skills / Attributes:

• Bachelor’s Degree required.
• 4+ years of related experience in a financial services role.
• Minimal level of legal experience is preferred.
• Team supervisory or team management experience.
• Working knowledge of various Microsoft applications including but not limited to Word and Excel.
• Very strong critical thinking and decision making skills.
• Strategic and analytical skills to develop effective client engagements.
• Fluent English skills both verbal and written.
• Administrative and organizational skills to effectively manage operational requests and issues.
• A quick learner to obtain wide range of industry and product knowledge in a fast changing global environment.
• Ability to work under pressure/deadlines driven environment.

What we offer:

• Employee savings plan.
• Premium life insurance package.
• VIP medical package.
• International operating environment.
• Home office possibilities
• Language classes.
• Soft skills trainings.
• Technical workshops.
• Technical or leadership career pathway.

About State Street:

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.