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Head of Client Services, VP II - State Street Investment Management
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Full-time
Permanent Contract, Additional Holidays, Birthday Day Off, Anniversary Day Off, Gold Medical Package, Premium Life Insurance
Posted 24d ago
Apply by Aug 31
~40 hrs/week
Responsibilities
Lead global client services and the client portal to drive satisfaction and growth across EMEA, APAC, and North America. Oversee the CCG Poland organization, focusing on employee engagement, branch strategy, and operational risk management.
Requirements
Requires over 10 years of financial services experience with at least 3 years in people management. Candidates must possess deep expertise in asset management servicing models and the ability to lead high-performing global teams.
Full job description
Role: VP II, Head of Client Services - State Street Investment Management
Role Purpose
Provide leadership for CCG Client Services and Client Portal, owning the delivery of a consistent, scalable, and client‑centric service model across regions to drive client satisfaction, retention, and long‑term growth. Oversee Client Services across EMEA, APAC and N. America, setting global standards and ensuring operating model alignment. Maintain local oversight of the CCG Poland organisation, with responsibility for employee engagement, people matters, and execution of the branch strategy. This role reports to the Head of EMEA CCG Strategy & Operations, with a dotted‑line reporting relationship to the State Street IM Head of Poland branch.
Key Responsibilities
Global Client Services Leadership
Partner with the EMEA CCG Head of Strategy & Operations to define vision, strategy, and service standards for Client Services across institutional and intermediary clients, ensuring alignment across markets
Establish clear ownership, governance, and escalation framework across the client services ecosystem
Drive client experience excellence, directly supporting retention and relationship deepening
Act as a senior escalation point for complex, high‑impact client service issues
Operating Model & Scalability
Drive the implementation of a scalable and risk‑aware Client Services operating model aligned to client segmentation, complexity, and growth priorities
Partner with the COO team on automation, digitisation, and AI‑enabled service solutions, to modernize processes, improve efficiency and service quality
Own capacity planning, performance oversight, and service quality metrics
Ensure consistent, accurate, and timely client communications across regions
Senior Client & Sales Partnership
Partner with regional distribution leadership to align service delivery with client expectations and growth priorities
Clearly articulate Client Services strategy, priorities, risks, and outcomes to senior stakeholders through concise, structured, and data‑driven communications
Proactively manage stakeholder expectations by providing transparency into service performance, constraints, and improvement plans
People & Culture
Lead and develop a high‑performing Client Services organization, with clear roles, career pathways, and succession plans
Foster a culture of ownership, openness, and continuous improvement, supported by strong learning and development frameworks
Position CCG Poland as a strategic talent hub, driving engagement, capability building, and long‑term employee retention
Local CCG Teams Oversight
Provide oversight of CCG Poland operations in line with Poland Branch Governance framework in all aspects relating to people, process and risk management
Partner with Head of Poland Branch on service scope evolution, labour law matters, staff engagement, performance management and local initiatives
Foster a cohesive, high‑engagement environment, promoting learning and development and cross-functional collaboration contributing to a wider Poland Branch community
This role requires weekly office presence.
Education & Preferred Qualifications
Solid understanding of the asset management landscape, including institutional and intermediary client segments and their servicing models
Deep expertise in post‑onboarding client servicing activities, with clear grasp of the drivers of service quality, consistency, and responsiveness
Strong strategic judgment, with the ability to balance client needs, risk considerations, capacity constraints, and commercial priorities
Intellectual curiosity and continuous improvement mindset, with a disciplined focus on root causes, operational effectiveness, and measurable service outcomes
Comfortable navigating ambiguity and exercising sound judgement in complex, high‑impact situations
Ability to proactively manage expectations, challenge constructively, and build alignment with senior stakeholders
Strong people‑management capability, with experience leading and developing teams
10+ years of experience within the financial services industry
3+ years of people management experience
Additional languages a plus (e.g., French or German)
Minimum Salary:
zł282,000 Annual
The minimum salary quoted above applies to the role in the primary location specified. If the candidate ultimately works outside of this primary location, the applicable minimum salary may differ.
Salary will be determined based on factors such as the position, type of work performed, individual skills, job description, working hours, diligence, initiative, self-management, length of employment, availability, and the quantity and quality of work delivered, as well as other objective and non-discriminatory criteria relevant to State Street employees.
In addition to salary, employees are eligible to be considered for discretionary annual performance-based awards.
We Offer:
Permanent contract from day one
Additional holidays (Birthday Day Off, 3rd and 5th year anniversary Day Off)
Gold Medical Package for employees and their families (partner and children)
Premium life insurance package and private pension plan
Wide range of soft skills training, technical workshops, language classes and development programs
Opportunities to volunteer your time to company-driven initiatives, employee networks or organizations of your choice
Variety of well-being programs
Additional benefits available depending on the seniority of the role
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, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
At State Street, we deliver leading investment platforms, data, expertise, and solutions that accelerate performance and better decision making.
With over 200 years of global financial leadership, we equip institutional investors through a comprehensive suite of capabilities:
Investment Services: Integrated front-to-back solutions across custody, accounting, and operations.
Investment Management: Index and active strategies from one of the world’s largest asset managers.
Markets: Multi-asset trading, FX solutions, and data-driven research to enhance portfolio value.
Who We Are
• 50,000+ employees worldwide
• Active in 100+ markets
• #1 in ETF servicing
What You’ll Find Here
• Executive perspectives and thought leadership
• Timely market commentary and macro insights
• Our views on investment operations, ETFs, private markets, and digital finance
• Stories reflecting our culture, values and commitment to diversity and inclusion
Offices: 1 Congress St, Boston, Massachusetts 02114, US · Avenida Paulista, 283/287, Sao Paulo , 01311-000, BR · 3550 Lenox Road, NE, 15th Floor, Atlanta, Georgia 30326, US · 801 Cassatt Road, Suites 211 and 300, Berwyn, Pennsylvania 19312, US · East 3rd Ring Road, Unit 01-02, 15F, East Tower No.1, Chaoyang, Beijing 100020, CN
How many Customer Service & Support jobs are open in Krakow, Poland right now?
There are currently 383 open customer service & support positions in Krakow, Poland listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Krakow, Poland?
Companies currently hiring include Aon, Brown Brothers Harriman, State Street, Accenture, Capgemini, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Krakow, Poland?
Yes — 215 of the 383 open customer service & support positions offer remote or hybrid work (32 remote, 183 hybrid).
How do I apply for Customer Service & Support jobs in Krakow, Poland?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.