Client Service Director

BNY Mellon
London, United Kingdom
28 May 2022
01 Jun 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time

What we do:

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.

The successful candidate will:

In this role you will:

  • 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)

  • 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

  • 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:

To be successful in this role, you will need to:
  • Build strong, collaborative relationships, both internally and externally with our clients
  • Analyse information and apply problem solving skills
  • Operate with a sense of urgency, and prioritise effectively
  • Communicate clearly and concisely and be able to adapt style depending on audience
  • Apply a strong controls focus, and know when to escalate
  • 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.

Employer Description:

For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the world's financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It's the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark:

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