Alpha Services Delivery-Americas, SVP

The Alpha Client Operations and Service Delivery - Americas will provide executive leadership for the delivery, governance, operational performance and client experience of Alpha clients across North America and Latin America.
The role owns the regional service model and is accountable for ensuring consistent execution of Alpha services, operational performance, client satisfaction, operational resiliency, risk management and strategic growth across the region. The position provides leadership to Client Leads and Functional Leaders, serves as the primary executive escalation point for regional service and operational matters, and partners closely with Alpha Product, Technology, Data Operations, Relationship Management and other functional teams to deliver a consistent, scalable and high-performing client experience.
What You Will Be Responsible ForScope
Alpha clients throughout the Americas
Regional Client Leads and supporting service organizations
Direct and matrix leadership across operating centers
Client experience, service delivery, governance, risk and operational performance across the region
Leadership and Strategic Vision
Act as Regional Alpha Client Operations and Service Delivery Lead across the Americas
Establish and lead a high-performing, client-focused culture
Develop and execute a regional service strategy that leverages scale, technology and operating center capabilities
Lead cross-functional collaboration and regional service governance
Coordinate closely with global Alpha leadership and regional functional leaders
Support strategic growth, transformation and operating model evolution
Develop leadership talent and strengthen organizational depth across the region
Deliver Service and Operational Excellence
Ensure contractual commitments and service level agreements are achieved
Drive accountability for consistent client experience, service quality, productivity and operational performance
Act as the senior escalation point for significant client and operational matters
Lead risk management, escalation protocols and issue resolution
Maintain strong governance, control and operational resiliency disciplines
Anticipate client needs and proactively address emerging service and operational challenges
Optimize Operating Model and Expense Management
Manage operating efficiency, productivity, capacity and workforce planning objectives
Drive transformation, standardization and organizational simplification initiatives
Deliver strategic initiatives supporting growth, onboarding and operating model evolution
Improve service quality, consistency and scalability
Partner with Technology and Product teams to develop and deliver future-state capabilities
Ensure global consistency in service standards and governance while addressing appropriate regional requirements
Commercial Excellence
Partner with Alpha growth teams on new business opportunities
Support strategic client growth and relationship expansion
Enhance strategic client relationships, executive engagement and sponsorship
Improve client retention, advocacy and expansion opportunities
Contribute to Alpha revenue growth objectives while maintaining appropriate operational discipline and control
Qualifications
15+ years of leadership experience in investment operations, client service, asset servicing, middle office, fund services or related client-facing operational leadership roles
Proven experience leading large client operations and service delivery organizations supporting institutional investment clients
Strong understanding of institutional investment operations, front-to-back investment operating models and service capabilities
Track record of managing complex strategic client relationships and executive governance forums
Experience leading service transformation, client onboarding, conversions, operating model change and business growth initiatives
Demonstrated ability to lead large, complex matrix organizations across operating centers and geographic locations
Strong commercial acumen and ability to partner effectively with sales, relationship management, product, technology and functional organizations
Strong financial management, workforce planning and operational management experience
Strong risk management and control orientation. Experience engaging with regulators, auditors and risk functions
Exceptional communication, executive presence and presentation skills
Success Profile
A successful Americas Client Operations and Service Delivery Leader will:
Be recognized as a trusted executive partner and senior operational leader for Alpha's strategic clients across the region
Deliver industry-leading service outcomes and a consistently strong client experience
Drive operational consistency, resiliency and continuous improvement across the regional organization
Successfully support growth while maintaining operational discipline and control
Create strong alignment across Client Leads, Operations, Product, Technology, Relationship Management and other functional teams
Drive continuous improvement in NPS, service quality, productivity and operational resiliency
Anticipate client needs and proactively address emerging challenges
Lead effectively through influence and collaboration across organizational boundaries
Navigate complexity and competing priorities while maintaining a strong client focus
Develop future leaders and strengthen organizational depth
Build a culture centered on accountability, client centricity and execution excellence
Salary Range:
$225,000 - $337,500 Annual
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.