Asset Servicing Client Service Relationship Manager
1 month ago
BNY Mellon is seeking a Senior Service Director to lead a growing team of Service Directors in the Manchester location. The successful candidate will be responsible for managing and driving solutions for multiple client issues at varying levels of complexity, from routine service issue escalation to new product roll outs.
The ideal candidate will have a strong understanding of the business with extensive experience in the asset servicing industry - client service delivery experience is key and operational expertise is helpful. They will be responsible for ensuring overall service quality, client satisfaction and a consistent client experience.
The Senior Service Director will work hand in hand with the global service delivery team, our partners in Relationship Management and Sales, as well as Product and Operations to deliver service excellence to our clients.
Key Responsibilities
- Lead a growing team of Service Directors (10+) in the Manchester location.
- Serve as central client escalation point across all service issues, ensuring swift resolution by providing clear accountability and navigating our organization.
- Ensure effective client communication around incident management, regulatory and BNY Mellon change, and product evolution as it pertains to service delivery.
- Ensure outstanding client service delivery, by monitoring service quality, product performance, and overall client experience (SLDs and KPIs).
- Deliver robust operational analytics, insights, and transparency into service performance, leveraging industry leading interfaces.
- Chair Governance process, including holding regular Service Review Meetings and attending client board meetings.
- Drive operating model improvements, product innovation, and thought leadership based on client feedback, and in-depth service knowledge and expertise.
- Provide strategic insight into improvements across service delivery, product, technology and operations.
Requirements
- Bachelors degree or the equivalent combination of education and experience is required, Vast total work experience preferred.
- The candidate is required to have a thorough understanding of Financial Services and have extensive experience in this sector.
- This person must have a strong understanding of the business with extensive experience in the asset servicing industry - client service delivery experience is key and operational expertise is helpful.
- Collaborative, flexible approach to problem solving.
- Must possess strong analytical, financial, oral and written communication skills.
About BNY Mellon
BNY Mellon is a global investment management and banking firm that manages trillions of dollars in assets, custody and/or administration. We are one of the world's top asset management and banking firms that leads and serves our customers into the new era of digital.
We offer highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves that can support you and your family through moments that matter.
BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.
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