Client Experience Manager

7 days ago


Manchester, United Kingdom THE BANK OF NEW YORK MELLON CORPORATION Full time

Unlock Your Potential in a Dynamic Role at BNY Mellon

About Us

The Bank of New York Mellon Corporation is a global leader in asset management and banking, with over 200 years of rich history and industry firsts. We're known as the 'bank of banks,' serving approximately 175,000 clients across 35 countries.

Your Career Opportunity

We're seeking an exceptional Client Service Director (VP) to join our Asset Services, Client Service Delivery team in Manchester. As a key member of our hybrid team, you'll drive outstanding client experiences and contribute to our market-leading position.

About the Role

As a Client Service Director, you'll be the voice of the client within our Asset Servicing Business, ensuring we deliver exceptional service quality, client satisfaction, and consistency across our product range. You'll collaborate closely with Relationship Managers and global service delivery teams to address complex client issues, from routine service escalations to new product rollouts.

Your Key Responsibilities

  • Develop a deep understanding of our clients' businesses, operating models, and technology strategies.
  • Deliver exceptional service aligned to clients' needs and expectations across all products and services.
  • Cultivate strong relationships and appreciation for what drives our clients' service requirements.
  • Foster effective communication across our clients' organizations, industries, regulatory bodies, and BNY Mellon updates.
  • Monitor service quality, product performance, and overall client experience to anticipate potential issues and opportunities.
  • Delve into robust operational analytics, insights, and transparency into service performance using industry interfaces.
  • Provide strategic input on service delivery improvements, product development, and operations to create optimal client solutions.
  • Navigate technology, product, and operations groups to enhance service delivery today and build better solutions for the future.

Your Qualifications

  • Able to build strong, collaborative relationships internally and externally with clients.
  • Analytical skills to assess information and apply problem-solving techniques.
  • Prioritize tasks effectively and operate with a sense of urgency.
  • Communicate clearly and adapt style depending on the audience.
  • Strong controls focus and know when to escalate.
  • Leadership skills to guide less experienced team members.
  • Experience working with top-tier investment services firms.
  • Delivery of outstanding client experiences in client service delivery roles or financial services operational areas, particularly in Custody and Fund Services.
  • Bachelor's degree or equivalent combination of education and experience.
  • Minimum 5 years of total work experience in financial services or similar industries.

Your Rewards

At BNY Mellon, we offer competitive compensation, benefits, and wellbeing programs rooted in our culture of excellence and pay-for-performance philosophy. Enjoy flexible global resources and tools for your life's journey. Focus on your health, personal resilience, and financial goals as a valued member of our team, along with generous paid leaves that support you and your family through critical moments.

Why Join Us?

We're committed to fostering an inclusive environment where diversity and inclusion thrive. Our awards speak for themselves: Fortune World's Most Admired Companies & Top for Diversity and Inclusion, Bloomberg's Gender Equality Index (GEI), Human Rights Campaign Foundation, Disability: IN – % score Corporate Equality Index, Best Workplaces for Innovators, Fast Company, CDP's Climate Change 'A List.'



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