Global Head of Shareholder Services, MD - State Street Investment Management

State Street Investment Management is seeking a Global Head of Shareholder Services within the COO Client Experience (CX) Technology and Business Services organization. This senior leader will have global responsibility for Shareholder Services, ensuring strong day-to-day operational execution while setting the strategic direction and transforming the shareholder services global operating model.

The role will lead the evolution of Shareholder Services across people, process, technology, and operating model, working closely with CX, Client Coverage Group (CCG), Investments and COO leadership to deliver a consistent, scalable, and high-quality client experience.

What You Will Be Responsible For

As Global Head of Shareholder Services, you will:

• Lead the global Shareholder Services organization, ensuring strong execution of BAU operations, including incident escalation, investigation, remediation, and effective operational oversight.
• Set the strategic direction for Shareholder Services within SSIM, defining the future-state vision and translating it into a detailed global operating model and executable transformation roadmap. Design and implement a new global Shareholder Services operating model that drives greater consistency, scalability, efficiency, and accountability across regions.
• Partner with CX Development leadership to define business requirements and priorities for COMPASS, the new Shareholder Services technology platform, ensuring technology capabilities support the target operating model and evolving business needs.
• Drive continuous improvement and adoption of AI, automation, and technology-enabled processes to enhance service quality, operational efficiency, scalability, and controls.
• Build and lead a high-performing global team through talent development, strategic hiring, clear accountability, and well-defined performance expectations.
• Build strong relationships with senior stakeholders across CX, COO, CCG, and Investments, ensuring Shareholder Services consistently delivers high-quality service and client experience.
• Partner with the broader CX and COO leadership teams on strategic initiatives, business blueprints, and operating-model transformation, ensuring Shareholder Services is fully integrated into the broader Client Experience strategy.

What We Value

• Strong understanding of asset management operations, shareholder services, client servicing, and operational risk and controls.
• Strong operational leadership, with the ability to oversee complex BAU operations, incident escalation, investigation, and remediation.
• Transformative and strategic leadership, with the ability to translate vision into detailed operating models and disciplined execution.
• A strong pro-AI mindset, with the willingness and ability to rethink traditional Shareholder Services processes and operating models.
• Ability to balance operational excellence with transformation, maintaining service quality and effective controls while leading significant organizational and technology change.
• Strong executive communication, stakeholder management, and influencing skills within a complex global organization.
• A collaborative, outcome-oriented leadership style with a track record of building and developing high-performing global teams.

Qualifications & Experience

• 15+ years of experience in financial services, with significant leadership experience in asset management, shareholder services, transfer agency, client operations, or related functions.
• 10+ years in senior leadership roles with responsibility for complex operational organizations and/or global teams.
• Demonstrated experience designing and implementing global operating models and leading large-scale operational transformation.
• Proven experience managing BAU operations, operational incidents, investigations, remediation, risk, and controls.
• Experience partnering with technology teams to define business requirements and deliver major operational or client-service platforms.
• Strong understanding of emerging AI and automation capabilities and their application to operational processes and client servicing.
• Proven ability to lead across functions and influence senior stakeholders across business, investments, technology, operations, and client-facing organizations.
• Demonstrated experience building, developing, and leading high-performing global teams.
• Undergraduate degree required; advanced degree (MBA, MSc, or equivalent) preferred.

Salary Range:

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our 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); and, eligibility for certain tax advantaged savings plans.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

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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