Relationship Manager - Vice President

Role Purpose

The Relationship Manager (RM) serves as the strategic owner of assigned client relationships, responsible for driving client satisfaction, revenue growth, retention, and executive engagement across the client portfolio. The RM acts as the client's trusted advisor and advocate within State Street, coordinating cross-functional teams to deliver strategic outcomes while ensuring a seamless client experience.

Key Responsibilities

Client Relationship Leadership

• Own and develop strategic relationships with key client decision-makers and executive stakeholders.
• Act as the primary client advocate and trusted advisor.
• Develop and maintain comprehensive account plans aligned to client priorities and business objectives.
• Lead executive engagement programs and governance forums.
• Monitor client sentiment, satisfaction, and overall relationship health.

Revenue Growth & Commercial Management

• Identify opportunities to expand wallet share and deepen strategic partnerships.
• Support new business opportunities, cross-sell initiatives, and solution positioning across State Street products and services.
• Own commercial discussions, including contract renewals, pricing, and strategic opportunities.
• Partner with Sales, Product, Alpha, Markets, and other business units to drive client growth.

Account Strategy & Governance

• Create and execute account strategies that support revenue growth, retention, and risk management.
• Lead client governance meetings, business reviews, and executive forums.
• Coordinate internal stakeholders to ensure alignment on client priorities and actions.
• Maintain accurate account plans, opportunity pipelines, and relationship maps.

Client Experience & Risk Oversight

• Partner with Client Service teams to improve client satisfaction and address service challenges.
• Sponsor remediation plans for high-risk or escalated client situations.
• Monitor key client metrics, NPS results, service trends, and relationship risks.
• Serve as the client-facing liaison on significant regulatory, reputational, risk, or compliance matters.

Cross-Functional Leadership

• Drive collaboration across Client Service, Operations, Product, Technology, PAM, Alpha, Sales, and other stakeholders.
• Align resources and subject matter experts to support client objectives.
• Escalate and coordinate resolution of complex client issues and strategic initiatives.
• Foster a culture of accountability, client centricity, and continuous improvement.

Success Measures

Strategic Relationship & Growth (55%)

• Client retention and revenue growth
• Wallet share expansion
• Executive stakeholder coverage
• Account plan quality and execution
• Pipeline development and conversion

Client Experience & Risk (25%)

• NPS and client satisfaction outcomes
• Reduction of escalations and service risks
• Successful remediation of at-risk accounts
• Client advocacy and referenceability

Leadership & Execution (20%)

• Cross-functional influence and collaboration
• Strategic initiative delivery
• Quality of governance and communication
• Contribution to regional and global priorities

Qualifications & Experience

• 10+ years of client relationship management, institutional sales, client service leadership, or financial services experience.
• Strong understanding of asset servicing, asset management, asset owners, insurance, alternatives, or financial markets.
• Demonstrated ability to manage senior client relationships and executive stakeholders.
• Strong commercial acumen and experience driving revenue growth.
• Excellent communication, influencing, negotiation, and presentation skills.
• Ability to navigate matrix organizations and lead without direct authority.

Key Behaviours

• Client First
• Strategic Thinker
• Commercial Mindset
• Trusted Advisor
• Collaborative Leader
• Results Driven
• Risk Aware
• Executive Presence