Who we are looking for:

As the Client Pod Senior Lead, you will have end to end accountability for the AOIA client service experience across all products and services. You will own service quality, operational stability and client confidence, acting as a senior client contact and escalation point to ensure timely resolution of material service issues and consistently strong client outcomes. 

You will lead and develop a team of Client Pod SMEs, setting clear expectations for client engagement, governance and performance, and holding teams accountable for delivery against KPIs and SLAs. 

Working in close partnership with Relationship Management, Product and Global Delivery teams, you will ensure service readiness, capacity alignment and controlled onboarding into BAU, reducing operational risk, protecting and growing revenue, and driving continuous improvement. 

What you will be responsible for

Client Excellence & Experience 

• Own the global AOIA client service experience, with accountability for delivery against contractual commitments, SLAs and operating standards.  

• Act as a senior escalation point for client service issues, supporting root‑cause analysis and sustainable resolution. 

• Lead senior client relationships, ensuring effective service reviews, disciplined action management and controlled delivery of material client change.  

• Define and oversee service performance and risk metrics across quality, timeliness, volumes, growth, cost and operational risk.  

• Partner with Relationship Management, Global Delivery and AOIA functions to deliver consistent, high quality client outcomes.  

• Own client satisfaction outcomes, using performance data and client feedback, including NPS, to prioritise improvement.  

• Represent AOIA in senior client forums, due diligence and control engagements. 

Leadership 

• Set and embed clear performance expectations, standards and metrics that drive consistent client outcomes, service excellence and accountability.  

• Lead a high performing, client centric culture with a One State Street mindset across functions and geographies.  

• Provide senior leadership to global teams, driving engagement, execution and sustained delivery.  

• Build leadership capability through talent development, succession planning and targeted progression. 

Operational & Risk Excellence 

• Own workforce planning, productivity and simplification to support a scalable, resilient operating model.  

• Ensure consistent global service standards, metrics and risk controls.  

• Provide senior sponsorship for technology delivery, vendor management and new business governance.  

• Actively manage operational and regulatory risk, ensuring compliance with internal policies and external requirements.  

• Support audits, regulatory reviews and governance reporting.  

• Champion transformation and automation initiatives, including the use of AI, to improve service quality, efficiency and resilience. 

Education & Preferred Qualifications

• Strong understanding of AOIA products, services and operating model, and how these translate into client outcomes.  

• Strong knowledge of State Street’s enterprise operating model, applying a One State Street approach to align stakeholders and deliver consistent client outcomes 

• 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 on enhancements and automation.  

• 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