- Leadership role within the Global Services Asset Managers segment overseeing core custody, accounting, fund administration services- Manage client relationships and sentiment via daily interaction with client counterparts in maintaining service levels and addressing a wide range of business issues- Understanding of a wide variety of custody, accounting, middle and back-office services and platforms to manage extensive customer interaction and internal coordination across support functions to enhance the client experience - Govern the impact of change on the client support model by providing ongoing direction in the development, implementation, and integration of new client change requests. Ensuring timely and accurate completion of development and operational change requests.- Mentor staff and facilitate effective team management ensuring engagement and clear messaging of corporate strategies, initiatives, objectives and key results- Anticipate critical risks and exposures and facilitate mitigation- Champion inquires and issues raised by various stakeholders and follow through to ensure that client-facing problems and issues are addressed, serving as the client advocate to various internal stakeholders

- Led and managed a successful, collaborative, global client service operations team, providing total operations oversight and relationship management- Conducted ongoing root cause analyses and implement operational improvements to increase team performance and overall efficiency, as well as reduce risk- Implemented daily operating procedures and lead daily client service and custody oversight efforts- Project management expertise for a broad range of financial service offerings and solutions- Provided ongoing client education about website capabilities to increase efficiency and improve satisfaction- Coordinated the instruction, clearing, settlement, reporting, and safekeeping and recon of client transactions - Negotiated and maintain Service Level Agreements (SLA) annually with clients and ensure execution of SLAs throughout the year with routine KPI tracking.

- Performed oversight to ensure completion of interdepartmental and client deliveries and address risks - Managed service delivery for operational and risk management activities:- Collaborated with internal centers of excellence, shared service teams, and other business areas to resolve client service and operational issues

- Assisted internal and external parties with issue resolution using technical knowledge and expertise to perform root cause analysis.- Implemented procedures and practices to prevent recurrent issues and trained associates on compliance

- Partnered with customers including external clients, middle offices, investment managers, and auditors as well as internal fund accounting, pricing, and recon teams on trade and cash execution, settlements, and issue resolution

- Established clear and open lines of communication with clients while becoming proficient in State Street information systems, domestic and international banking systems and standards, coding, and terminology