Global Operations Centre EMEA - Team Lead, Charles River Development, Assistant Vice President

Who we are looking for
Manage an existing, growing, Global Operations Team supporting and enhancing our clients’ operational use of the Charles River IMS (CR IMS) systems. The role requires strong management, communication, and leadership skills as well as “hands-on” client issue management, production support, product enhancements, client relations, and staff hiring/development.
Why this role is important to us
The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management, and hedge funds. Together we have created the first open front-to-back platform - State Street Alpha, that was launched in 2019.
Join us if delivering next generation infrastructure, using emerging technologies like AI and Blockchain sounds like a challenge you are up for.
What you will be responsible for
As a Global Operations EMEA Team Lead you will:
Identify opportunities to improve the service and delivery model and work with staff, peers, and management to improve and enhance the services.
Act as an Escalation point for GOC Team members on client or internal operational issues
Support and enhance Clients’ ROI from CR IMS
Support and facilitate Charles River’s business objectives
Operations
Escalate issues to Senior Management using sound judgement
Troubleshooting and issue resolution
Hands-on management of key clients
Monitoring of queue to ensure accuracy, completeness, timely, and proper progress
Mentoring junior team members through issues and major processes
Oversight of issue resolution and support for team members
Daily operational monitoring, support and resolution for regional Clients as well as other Clients as part of the global team and follow-the-sun support model
Accountable for ensuring defined processes are followed
Identification of issues in existing processes
Occasional off hours / weekend support
Service Partner communications and coordination
Clear and accountable reporting to Senior Management
Manage team to provide reliable mission critical software-based operations and support
Provide day-to-day performance management and support for subordinates
Work with CRD colleagues to smoothly transition new Clients to production operation through the onboarding process.
Work with vendors as partners to deliver a tightly integrated, seamless service to Charles River Clients.
What we value
Hands on capability to undertake basic investigative activities on RDBMS such as writing and running queries and data investigations, basic performance diagnosis, basic administration functions
Familiarity with common technology platforms and the ability to guide and check technical approaches and issues resolution. Platforms used include RDBMS, Windows, ETL, MQ, PL/Transact SQL, Web Admin and Web Services.
Facilitate and manage Issue diagnosis and resolution
Oversee technology management and issue resolution
Education & Preferred Qualifications
Bachelor’s degree preferred
7+ years overall experience
3+ years’ experience managing and supporting mission critical production software applications.
3+ years’ experience in a management/leadership role.
2+ years of database software or IT technical experience.
Experience or familiarity with servers and networks is preferred.
Experience with the following is preferred: databases, server operating systems, servers, networks, job scheduling software, system monitoring software
Track record of leadership in high-growth, mission critical software-based operations and support environment.
Ability to manage staff through multiple projects and tasks with changing deadlines.
Excellent Customer Service skills, expectation management
Project and staff management and mentoring skills
Strong interpersonal, verbal, and written communication skills.
Partner liaison (internal and external)
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 by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs 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 perspectives 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 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 programs 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.
Company: Charles River Development
About State Street
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, domest