Sr. Specialist, Rel. Mgmt
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 Executive and global service delivery.
Demonstrates a deep understanding of all asset servicing products and services provided to clients.
Determines critical decisions about servicing, and leads in developing the strategic direction for the client relationship. Highlights opportunities for improvement and recommends enhancements to the operating model.
Works through multiple operational and administrative client issues at varying levels of complexity. Examples include billing inquiries, BAC documentation, assisting in contract negotiations, and other documentation-related matters.
Monitors Service Delivery performance to ensure we are meeting service commitments (SLAs, Dashboards, etc.) and ensures extensive oversight of legal/compliance and risk responsibilities are accounted for.
Partners with the sales organization at the onset of a potential or new relationship to understand the unique needs and requirements of the prospective client. Leads the client through the on-boarding process. Partners with the Implementation teams to develop a highly customized process designed to successfully launch a multiple product business relationship.
Maintains full understanding of client business profile, including monitoring changes in structure, personnel, products and services, etc. to ensure client is in compliance with BNY Mellon acceptable risk profile and supports the Relationship Executive in designing and proposing solutions to facilitate new business development efforts.
Offshore oversight - monitor and manager tasks performed by non-APAC (ex-India) locations. Ensure KPI are met/monitored and that all procedures are documented and adhered to. Address any challenges immediately.
Global coordination- where global initiatives require APAC CX input, coordinate regional responses to Ensure information is efficiently gathered and APAC is appropriately represented.
Regional projects - oversee the intra-regional movement/centralization of tasks. Ensure no deterioration in service is realized through consolidation and that SLAs and data privacy requirements met.
Corp support lead - coordinate all engagement with corporate support for APAC CX, such as embedded control, risk, compliance, legal and internal audit.
Leadership support - In the absence of the APAC head, provide escalation for Sub-regional leads to Asset servicing and client service delivery leadership.
Budget- monitor head count and Budget for APAC CX teams.
Global CX Engagement - work with global strategy/CAO teams to ensure APAC is properly represented in decision making processes globally
Regional strategy - lead/organize all regional strategic initiatives and coordinate monthly Town hall meetings.
Client engagement - where necessary, represent APAC CX to clients, managers and prospects. Qualifications
Bachelor degree with at least 8 years of relevant work experience preferred. Financial Services experience with a particular client type or product (Hedge, Pension, etc.) preferred as is prior experience in Relationship Management, Client Services or Account Management. Applicable local/regional licenses or certifications as required by the business. BNY Mellon is an Equal Employment Opportunity Employer. Primary Location:
Hong Kong-Hong Kong-Hong Kong Job:
Operations Internal Jobcode:
Service Directors-HR16351 Requisition Number: