Lead Manager, Client Service

  • Competitive
  • Jersey City, NJ, USA
  • Permanent, Full time
  • BNY Mellon
  • 15 Oct 18

Lead Manager, Client Service

Client Service - M2 Manages multiple client service teams responsible for providing quality support to clients with transactions and resolving operational issues on a daily basis. Maintains familiarity with industry best practices Develops and maintains policies and procedures for teams managed. Sets metrics and goals to ensure continuous process improvement and optimal client satisfaction. Resolves highly complex or non-routine client issues or inquiries as needed. Maintains relationships with business teams to report client trends and needs. May provide forward-looking insight on client issues to drive future revenue growth. Oversees and provides guidance on internal activities and initiatives designed to improve the client experience. Determines needed improvements through review and analysis of problems reported. Recruits, directs, motivates and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team. Manages one or more client service/support teams. Responsible for the achievement of multiple team goals and objectives, talent management and supervision of team members. Teams support multiple, moderately complex to highly complex (platinum) client accounts.

Qualifications
Bachelors degree or the equivalent combination of education and experience is required with an MBA preferred. 5-7 years of total work experience with at least 0-1 years of management experience preferred. Experience in an operational area and/or client services preferred.
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 & 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: bnymellon.com/careers.

Pershing provides critical business process, financial and technology solutions for financial organizations around the globe. We operate behind the scenes to power transformational change for broker-dealers, registered investment advisors, independent financial advisers, hedge fund and '40 Act fund managers and individual investors. We strive to be innovators, developing open architecture technology and financial solutions to support our customers' growth. We advocate on behalf of our customers and help them respond to regulatory reform and drive positive outcomes for our industry and investors. From our core business as an industry-leading trade execution, clearing and custody provider, we have evolved into a global multifaceted firm that provides investment solutions, forward-thinking technology-driven efficiencies, practice management and service excellence.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.


Primary Location: United States-Florida-Lake Mary
Internal Jobcode: 70100
Job: Customer/Client Service
Organization: Pershing Domestic-HR06431
Requisition Number: 1813740