Global Head – Client Experience & Operational Excellence, VP III - State Street Investment Management
State Street Investment Management (“State Street IM,” formerly State Street Global Advisors or SSGA) is seeking a Global Head – Client Experience Operational Excellence, Vice President.
The ideal candidate will have deep expertise across investment operations, business controls, and process optimization, with a proven ability to operate at both strategic and execution levels. This leader will drive operational excellence across Client Experience Business Services, improving service delivery, increasing efficiency, and proactively reducing operational risk. This role will leverage modern technology and AI to transform operational processes, enhance scalability and resilience, and deliver improved client outcomes.
This role reports directly to State Street IM’s Global Head of Client Experience Products.
As Global Head – Client Experience Operational Excellence, Vice President, you will:
Operational Strategy \& Execution
- 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
- Reinforce a strong culture of risk management and operational excellence
- 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
- 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
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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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