The Alpha Client Operations and Service Delivery - EMEA will provide executive leadership for the delivery, governance, operational performance, and client experience of Alpha clients across Europe, the Middle East, and Africa.



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 across a multi-jurisdictional environment.




What You Will Be Responsible For


Scope



• All Alpha clients across EMEA



• 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 EMEA



• 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 and regulatory 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 servicing, 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 Alpha 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 EMEA Client Operations and Service Delivery Leader will:



• Be recognized as a trusted executive partner and senior operational leader for Alpha's strategic clients across EMEA



• Deliver industry-leading service outcomes and a consistently strong client experience



• Drive operational consistency and resiliency across multiple jurisdictions while meeting local regulatory requirements



• Successfully support growth while maintaining operational discipline and control



• Create strong alignment across Client Leads, Operations, Product, Technology, Relationship Management, and other functional teams



• Build strong partnerships with legal entity boards, control functions, and regional regulators



• 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 with a culture centered on accountability and client centricity




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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