Customer Support in the insurance sector for the Vaudoise company providing administrative tasks and customer contact. Involves responding to clients' inquiries, processing offerings, and collaborating with brokers.
SS
Hybrid Managing Director, Customer Experience & Advisor Support, Wealth Custody & Clearing
Posted 5 hours ago
About the role
- Managing Director for Wealth Custody and Clearing overseeing client experience and advisor support strategies. Leading innovation and operational excellence across the global service model.
Responsibilities
- Own the end-to-end launch and lifecycle for the Wealth Custody and Clearing client experience from ideation and design through launch, enhancement, and sunset.
- Lead the buildout of support capabilities including digital advisor/client-facing tools , call centers, chat-bots , and AI enabled support .
- Ensure third-party solutions meet State Street’s usability standards, branding guidelines, creating a best-in-class advisor and end- client experience.
- Work with the team to execute a global support strategy that aligns with business objectives , regulatory requirements, and evolving client needs and State Street support capabilities.
- Champion the adoption of AI advanced analytics to automate workflows and optimize client and advisor experiences.
- Oversee and manage third-party product roadmaps, collaborating with external partners to ensure deliverables are aligned, on time, and within budget.
- Collaborate with the Operations, Product and Business Development teams to define requirements and ensure the support model is scalable, secure, and compliant.
- Draft documentation for internal processes as well as externally sharable knowledge and support FAQs that can be accessed and utilized by digital agents and human team members.
- Engage with clients, advisors, and partners to gather feedback, drive continuous improvement , and ensure an industry leading customer satisfaction score.
- Design and implement robust reporting mechanisms to proactively monitor program health, identify advisor pain points, and inform continuous improvement opportunities before issues escalate.
- Foster a culture of innovation, agility, and accountability within the service and support organization.
Requirements
- Undergraduate degree required ; graduate degree preferred.
- 12–15+ years of related experience, including 7–10+ years in leadership roles.
- Industry certifications (e.g., Series 7/24/63/79, CRCP, CPO, CFA) are strongly preferred.
- Demonstrated experience building and managing support models for wealth and custody products.
- Experience across domestic time zones required ; enabling a 24/7 support model for international coverage is preferred.
Benefits
- retirement savings plan (401K) with company match
- insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
- paid-time off including vacation, sick leave, short term disability, and family care responsibilities
- access to our Employee Assistance Program
- incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
- eligibility for certain tax advantaged savings plans
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