Client Experience Manager, Vice President

PremierCTS, VP

Executive Summary

The Vice President, PremierCTS is a senior client-facing technology leader responsible for regional delivery of high-touch support, production issue management, service governance and client engagement for strategically important clients. The role provides executive oversight of client-impacting technology issues and is accountable for operational excellence, proactive communication, client experience and consistent execution of the PremierCTS service model.

Leading Client Technology Managers and operational resources within a global follow-the-sun model, the Vice President drives service quality, major incident response, problem management, client satisfaction and strategic technology partnership across assigned portfolios. The role also translates the Technology Client Engagement strategy into regional execution by strengthening client insights, standardising engagement practices, modernising tools and reporting, and embedding scalable processes that deliver measurable service and client outcomes.

Key Responsibilities

Client Relationship Management

• Act as a key member of the technology relationship team for PremierCTS clients within the region as pertains to their daily Production Support.
• Build trusted partnerships with client technology and operational stakeholders and represent the voice of the client across technology organization's.
• Lead technology service reviews, have oversight of onboarding activities and escalation management.
• Ensure delivery of clear, accurate client-facing documentation, including incident summaries, service reviews and root cause analyses.
• Operate a structured client feedback and insights approach, translating relationship intelligence, service trends and NPS feedback into clear actions and measurable improvements.

Major Incident Management & Escalation Leadership

• Provide regional leadership and oversight during critical incidents, major outages and high-priority client escalations.
• Collaborate within operational leaders
• and coordinate client impact assessment, recovery priorities and stakeholder engagement across incident-management, technology and business teams.
• Approve and oversee timely client notifications, progress updates, closure notices and root cause communications.
• Ensure material incidents and recurring issues are converted into owned corrective actions, preventive measures and long-term stability improvements.
• Lead regional day-to-day PremierCTS operations and ensure consistent execution of service standards and controls.
• Maintain resilient follow-the-sun coverage through effective resource planning, handovers and escalation arrangements.
• Use operational and client-impact trends to identify risk, prioritise improvement and support service transformation.

Team Leadership & Talent Development

• Lead and develop the regional PremierCTS team, setting clear objectives, service standards and accountability.
• Build organisational capability through coaching, succession planning, cross-training and targeted development.
• Align capacity and resources to client priorities, service risk and the requirements of the global follow-the-sun model.
• Foster an inclusive, collaborative and client-focused culture that supports innovation, continuous improvement and delivery excellence.

Service Governance & Reporting

• Own regional service governance, client commitments, operational controls and risk-management practices.
• Define and review service levels, enterprise KPIs, client-experience measures and operational trends, providing clear insight to senior leadership.
• Lead executive reporting, due diligence, audits, client reviews and transformation governance within the region.
• Maintain a reliable source of truth for client engagement data, feedback, actions and performance measures.
• Drive adoption of common governance, engagement and reporting standards across regions and teams.

Problem Management & Continuous Improvement

• Sponsor root cause analysis and corrective-action programmes, ensuring clear ownership, governance and timely completion.
• Use incident, service, client-feedback and NPS trends to identify recurring issues, prioritise interventions and deliver measurable improvement.
• Partner with technology teams to advance preventive actions, automation and long-term stability.
• Promote lessons learned, knowledge management and reuse of standard client-engagement content and artefacts.
• Lead regional adoption of modern engagement tooling, including dashboards, portals, analytics and centralised content libraries.

Collaboration & Stakeholder Management

• Partner with Technology, Client Service, Product, Operations and Risk leaders to deliver client, control and service outcomes.
• Advise senior leadership on client health, service performance, operational risk, transformation progress and strategic priorities.
• Translate the Technology Client Engagement transformation roadmap into coordinated plans, with clear milestones, owners and KPIs.
• Represent the region in global PremierCTS and Technology Client Engagement forums, promoting consistency, scalability and shared best practice.

Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Business, Finance, or related discipline.
• Advanced degree preferred.
• Excellent verbal and written skills.

Experience

• 8+ years of progressive experience in technology operations, client service, production support, incident management, service governance or transformation.
• 3+ years of people-leadership experience, including coaching, performance management, capability development and resource planning.
• Proven experience leading client-facing operational teams and managing senior stakeholders within a complex, global matrix organisation.
• Strong experience defining KPIs, producing executive reporting and translating client, service and operational data into action.
• Experience implementing or improving client-engagement tools, dashboards, analytics or content-management capabilities.
• Financial services, market infrastructure, custody, investment management or comparable regulated-industry experience is preferred.

Key Skills

• Senior client relationship management and executive communication
• Major incident, escalation and problem-management leadership
• Service governance, operational risk and control management
• People leadership, coaching and organisational capability development
• Transformation delivery and operating-model adoption
• Client feedback, NPS and insight-led improvement
• KPI design, data analysis and executive reporting
• Process standardisation, engagement tooling and automation
• Cross-functional influence and global collaboration
• Sound judgement, resilience and delivery in ambiguous environments

Success Measures

• Client satisfaction, NPS and relationship health
• Major incident response and communication effectiveness
• SLA, KPI and operational-control performance
• Reduction in escalations, repeat incidents and outstanding corrective actions
• Adoption of standard client-engagement processes, tools and content
• Quality and timeliness of client insights and executive reporting
• Service stability, operational efficiency and measurable transformation outcomes
• Team engagement, capability development and retention

Salary Range:

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.

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