Director, Client Service Manager

Job description

Director, Client Service Manager

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 240 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.

A Senior Service Director has responsibility for acting as the voice of the client within the Asset Servicing Business for some of our largest and most complex clients, ensuring that BNY Mellon delivers consistently outstanding service across our product range. This is a People Leadership and Client Management role charged with ensuring overall service quality, client satisfaction and a consistent client experience. We work hand in hand with the global service delivery team, our partners in Relationship Management and Sales, as well as Product and Operations to deliver service excellence to our clients.

The Senior Service Director is responsible for managing and driving solutions for 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 to our clients, while ensuring that the bank is in full compliance with all regulatory requirements. This role is located in Manchester.

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

• Lead a growing team of Service Directors (10+) in the Manchester location. Support the recruitment, training and ongoing development of the team


• Serve as central client escalation point across all service issues, ensuring swift resolution by providing clear accountability and navigating our organization


• Ensure effective client communication around incident management, regulatory and BNY Mellon change, and product evolution as it pertains to service delivery


• Ensure outstanding client service delivery, by monitoring service quality, product performance, and overall client experience (SLDs and KPIs)


• Deliver robust operational analytics, insights, and transparency into service performance, leveraging industry leading interfaces


• Chair Governance process, including holding regular Service Review Meetings and attending client board meetings


• Develop a deep understanding of our clients' business, operating model, and technology strategy


• Drive operating model improvements, product innovation, and thought leadership based on client feedback, and in-depth service knowledge and expertise


• Provide strategic insight into improvements across service delivery, product, technology and operations


• Demonstrate an understanding of all products and services provided within BNY Mellon and leverage insights to ensure every client has the solutions they need


• Work with external clients to resolve the most complex day-to-day issues and direct them to appropriate resources at BNY Mellon. May resolve atypical issues or escalate to management as appropriate

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

• Bachelors degree or the equivalent combination of education and experience is required, Vast total work experience preferred. This must include experience of building and leading teams.


• The candidate is required to have a thorough understanding of Financial Services and have extensive experience in this sector


• This person must have a strong understanding of the business with extensive experience in the asset servicing industry - client service delivery experience is key and operational expertise is helpful


• Collaborative, flexible approach to problem solving


• Outstanding people and Interpersonal skills, ability to work effectively in a global team environment


• Able to work independently and autonomously, manage multiple work streams, and have an eye for detail


• Must possess strong analytical, financial, oral and written communication skills


• Experience working with and influencing cross-functional teams and senior stakeholders


• A business focused Individual with a results-driven mentality combined with a high desire to work strategically

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, 2023


• Bloomberg's Gender Equality Index (GEI), 2023


• Human Rights Campaign Foundation, Corporate Equality Index, 2023


• Best Places to Work for Disability Inclusion , Disability: IN - 100% score, 2023


• Dow Jones Sustainability Indices, Top performing company for Sustainability, 2023


• Forbes Blockchain 50, 2023

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.