Who are we looking for?
The Head of APAC Shareholder Services (SHS) is responsible for leading the APAC SHS function, ensuring the delivery of high-quality, scalable, and risk-controlled shareholder servicing and client trading operations across the region. The role partners closely with Global SHS teams in North America and EMEA, as well as local business, product, compliance, risk, technology, and operations teams to drive operational excellence, business continuity, transformation, and client service outcomes.
The successful candidate will lead a geographically diverse team, foster a culture of accountability and continuous improvement, and ensure APAC remains aligned with global operating models and strategic objectives
As the Head of APAC SHS, VP, you will be responsible for:
Leadership & People Management
- Lead, develop, and inspire a diverse team of operations professionals across APAC.
- Foster a culture focused on operational excellence, accountability, collaboration, and continuous improvement.
- Establish clear performance objectives and conduct regular performance reviews and one-on-one meetings.
- Develop succession plans and ensure adequate cross-training and operational resilience across locations.
- Support employee engagement, talent development, and career growth initiatives .
Operational Oversight
- Oversee all APAC Shareholder Services and Client Trading activities, ensuring transactions are processed accurately, timely, and in accordance with established procedures and controls.
- Ensure all operational activities meet internal service level agreements (SLAs), regulatory requirements, and client expectations.
- Act as the senior escalation point for operational issues, client concerns, and service-related incidents.
- Monitor operational capacity, workload distribution, and resource planning across the region.
Risk Excellence & Governance
- Promote a strong risk management culture and embed risk excellence principles throughout the organization.
- Drive reduction of operational errors, near misses, and control deficiencies through proactive management and continuous improvement.
- Ensure operating procedures are appropriately documented, maintained, and reviewed on a regular basis.
- Support and oversee Operational Resilience and Business Continuity Planning (BCP) for the APAC SHS function.
- Ensure adherence to FTTOP requirements, regulatory obligations, and global risk standards.
Transformation & Continuous Improvement
- Identify and lead strategic transformation initiatives that improve operational efficiency, scalability, and control effectiveness.
- Drive automation and digitization opportunities to reduce manual processing and operational risk.
- Partner with Technology, Operations Transformation, and Global SHS teams on strategic initiatives, system enhancements, and process redesign.
- Establish and monitor key operational metrics, KPIs, and management reporting.
Global Partnership & Stakeholder Management
- Represent APAC SHS within global governance forums and leadership discussions.
- Partner closely with North America and EMEA SHS leadership to ensure alignment of processes, controls, and strategic priorities.
- Build strong relationships with internal stakeholders.
- Support new business initiatives, product launches, and market expansion efforts across APAC .
Conduct Risk & Culture
- Promote ethical conduct and effective risk management in all business activities and decision-making.
- Embed conduct risk considerations into team discussions, operational reviews, and management practices.
- Champion State Street's values and leadership principle s.
Qualifications & Experience
Required
- Bachelor's degree or equivalent experience.
- 10+ years of experience in investment management operations, transfer agency, shareholder services, client trading, fund operations, or related fields.
- Proven people leadership experience managing regional or multi-location teams.
- Strong understanding of mutual funds, ETFs, shareholder servicing, client trading, and fund operational processes.
- Strong understanding of technology-enabled operating models and operational transformation.
- Demonstrated ability to leverage data and analytics to drive operational improvements and business decision-making.
- Experience with Artificial Intelligence (AI), Machine Learning, Generative AI, Intelligent Automation, or Robotics Process Automation (RPA) initiatives.
- Experience managing operational risk, controls, and regulatory requirements.
- Strong stakeholder management and influencing skills.
- Experience leading operational transformation and automation initiatives .
Preferred
- Experience working within a global operating model.
- APAC market knowledge, including Japan, Australia, Hong Kong, and Singapore.
- Experience supporting ETF and transfer agency operations.
- Knowledge of data visualization and reporting tools such as Power BI, Tableau, Alteryx, or similar platforms.
- Experience leading large-scale operational transformation or technology modernization programs.
- Familiarity with AI governance, model risk management, and responsible AI frameworks within regulated financial institutions.
- Experience utilizing AI-powered tools to improve productivity, client servicing, operational controls, and knowledge management.
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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