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.

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