Performance & Analytics Client Service Specialist, Officer

As a Performance & Analytics Client Service Specialist (OFF), you will be responsible for the delivery and operational oversight of investment performance, attribution, and analytics services for a portfolio of assigned clients. You will independently investigate complex client enquiries and service issues, coordinate their resolution across relevant teams, and monitor delivery against agreed service standards.

Working closely with Relationship Management, Product, Technology, Change, and Delivery teams, you will review service reporting, contribute to client governance activities, and support onboarding and service changes. You will provide technical guidance to less experienced colleagues, promote adherence to established risk and control requirements, and identify opportunities to improve processes and service delivery through the effective use of approved automation and AI tools.

• Coordinate and oversee the delivery of Performance & Analytics services for assigned clients in accordance with agreed service level agreements, operating procedures, and client requirements.
• Take ownership of complex client enquiries and service issues, applying knowledge of investment performance measurement, attribution, and analytics to coordinate investigation and timely resolution.
• Act as a point of escalation for issues within assigned responsibilities, assessing client and operational impact and escalating material matters to the appropriate lead.
• Monitor service performance against agreed standards and key performance indicators, coordinating actions with relevant teams to address exceptions, delays, and recurring issues.
• Review client service reporting and supporting analyses for accuracy and completeness, ensuring that updates clearly explain issues, impacts, and proposed resolutions.
• Represent Performance & Analytics in client meetings, service reviews and due diligence activities, presenting service performance, issues, risks and remediation actions as appropriate.
• Develop and maintain effective relationships with clients, Relationship Management, Product, Technology, Change, and Delivery teams to support service delivery and client requirements.
• Coordinate assigned client servicing activities for onboarding, implementation, and service changes, tracking dependencies and escalating issues affecting delivery.
• Provide day to day operational and technical guidance, acting as an escalation point for complex service matters and promoting consistent standards across the team.
• Maintain ownership and accountability for assigned activities and deliverables, performing responsibilities in accordance with the State Street Code of Conduct, applicable policies, operating procedures, and regulatory requirements.
• Maintain effective controls across assigned activities by reviewing control evidence, promoting adherence to established procedures, and escalating identified weaknesses.
• Identify, manage, and escalate risks, control issues, and operational incidents within established delegation limits and in accordance with applicable policies, procedures, and control requirements.
• Investigate service and operational issues, coordinate root cause analysis with relevant teams, and track agreed remediation actions through completion.
• Prepare and review management information, service metrics, and risk reporting to support operational oversight, governance reviews, and decision-making.
• Support audits, regulatory reviews, and control assessments by coordinating requested information and ensuring assigned actions are tracked and completed.
• Coordinate appropriate escalation and remediation activities during service disruptions, supporting established contingency and business continuity procedures.
• Use service data and analysis to identify recurring issues, operational inefficiencies, and opportunities to improve processes, controls, and client outcomes.
• Identify and recommend opportunities to improve service delivery through approved automation and AI tools and support their implementation and use in accordance with applicable governance, data protection, and control requirements.

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