Head of Technology Client Engagement Manager, SVP

Head of Client Engagement Transformation Office The Head of Client Engagement Transformation Office will lead the creation and execution of a centralized, unified client engagement operating model across GTS, transforming fragmented client engagement practices into a single cohesive organization that delivers clear ownership, consistent messaging, improved client outcomes, and measurable productivity. Key Responsibilities Define and own the GTS‑wide client engagement strategy and operating model, aligned to firm‑level priorities Act as the single executive point of accountability for client engagement transformation across GTS Establish governance, decision rights, and escalation models for client lifecycle management Lead the centralisation of all existing client engagement teams into one core organisation, eliminating duplication, inconsistency, and fragmented ownership Stand up and scale the Client Engagement Transformation Office as a permanent capability Ensure consistent engagement standards, processes, and tooling across all clients and regions Sponsor and embed the Deal Lead / Deal Pod model, ensuring priority clients have a clearly accountable senior lead supported by specialist expertise Provide executive oversight of complex, high‑impact client engagements and escalations Own the client feedback and insights agenda, ensuring feedback is systematically analysed and translated into tangible change Lead the Insights & Transformation engine to drive continuous improvement and sustained NPS uplift Regularly report progress and outcomes to senior leadership using agreed KPIs Provide executive sponsorship for the modernisation of client engagement tooling, including central portals, dashboards, AI‑enabled RFP/RFI capabilities, and interaction tracking Oversee the creation of centralised content, process libraries, and reference artefacts to support consistent client interactions Modernise sales and deal support through improved due diligence, technical assessments, and demonstration capabilities Lead a phased transformation approach covering diagnose & design, build & pilot, and execute & scale Define and track enterprise‑level KPIs (e.g. onboarding cycle time, RFP responsiveness, incident transparency) to evidence impact Ensure integration with firm‑level deal committees and governance forums Education and Preferred Qualifications Leadership experience driving large‑scale, multi‑year transformation across complex client‑facing organisations Proven success of operating model simplification and centralisation at enterprise scale Extensive experience in client engagement, relationship management, or service‑led business models Strong executive presence with the ability to influence across business, technology and client stakeholders Comfortable owning ambiguity while delivering decisive transformation Salary Range $225,000 - $337,500 annually (primary location). The range quoted above applies to the role in the primary location specified; if the candidate would ultimately work outside of the primary location, the applicable range could differ. Equal Opportunity Employer 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. Job Application Disclosure It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. #J-18808-Ljbffr State Street