Senior Specialist, Client Service
2 weeks ago
Overview
Our Service Directors are the backbone of our Asset Servicing delivery offering and a clear differentiator in the marketplace.
A Service Director has responsibility for acting as the voice of the client within the Asset Servicing Business, ensuring that BNY Mellon delivers a consistently outstanding client experience across our product range. This is a client and internal-facing role charged with ensuring overall service quality, client satisfaction and a consistent client experience, working hand in hand with the Relationship Manager and global service delivery teams.
The role also looks after multiple client issues at varying levels of complexity, from routine service issue escalation to new product roll outs. The Service Director must balance the dual goals of meeting service delivery commitments, while ensuring that the bank is in full compliance with all regulatory requirements.
**In this role you will**:
Collaborate
Develop a thorough understanding of our client’s business, operating model and technology strategy
Deliver exceptional service aligned to clients needs and expectations across all products and services
Act as the central point of escalation across all Operations, Technology and service delivery
Cultivate a deep relationship and appreciation for what drives our clients’ service requirements
Facilitate communication across our clients’ organization (e.g., industry news, regulatory and BNY Mellon change, product evolution)
**Evolve**:
Maintain a culture of continuous service improvement across all products and services
Monitor service quality, product performance, and overall client experience with a view to proactively anticipate potential issues and opportunities
Deliver robust operational analytics, insights, and transparency into service performance, leveraging industry leading interfaces
Guide service evolution based on client requirements and changing operating model
**Transform**:
Drive higher quality client experience and service, operating model improvements, product innovation, and thought leadership based on client feedback and our in-depth service knowledge and expertise
Provide strategic insight into improvements across service delivery, product, technology, and operations, to create optimal client solutions
Navigate our technology, product, and operations groups to improve service today, and build better solutions for the future
**Experience & Qualifications**: (requirements for role)
**To be successful in this role, you will need to**:
Build strong, collaborative relationships, both internally and externally with our clients
Operate with a sense of urgency, and prioritise effectively
Communicate clearly and concisely and be able to adapt style depending on audience
Demonstrate strong leadership skills and provide guidance to less experienced team members
**We are looking for someone with this experience**:
Bachelors degree or the equivalent combination of education and experience
10-12 years of total work experience in financial services, or similar industry, is preferred.
Experience in delivering outstanding client experiences within a client service delivery role and / or a financial services operational area, particularly in Custody and Fund Services, is preferred.
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