Client Service Director (VP)

Job description

Client Service Director (VP)

Bring your ideas. Make history.
BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the "bank of banks" - 97% of the world's top banks work with us as we lead and serve our customers into the new era of digital.

With over 239 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we're approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.

We're seeking a future team member for the role of Client Service Director (VP) to join our Asset Services, Client Service Delivery team. This role is located in Manchester. Hybrid.

In this role, you'll make an impact in the following ways:

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 senior client and internal-facing role charged with ensuring overall service quality, client satisfaction and a consistent client experience for some of our most complex clients, 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.

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


• 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)


• 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 interfaces


• 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

To be successful in this role, we're seeking the following:

• The ability 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


• Experience of engaging with, or working within, top tier investment services firms


• 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


• Bachelors degree or the equivalent combination of education and experience


• Sufficient years minimum of total work experience in financial services, or similar industry, is preferred.

At BNY Mellon, our inclusive culture speaks for itself. Here's a few of our awards:

• Fortune World's Most Admired Companies & Top 20 for Diversity and Inclusion


• Bloomberg's Gender Equality Index (GEI)


• Human Rights Campaign Foundation, 100% score Corporate Equality Index


• Best Places to Work for Disability Inclusion , Disability: IN - 100% score


• 100 Best Workplaces for Innovators, Fast Company


• CDP's Climate Change 'A List'

Our Benefits:

BNY Mellon offers 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.