Lead Manager, Client Service

Position Summary:

Manages a medium-sized Corporate Actions client service experts team split across Brussels & Manchester responsible for providing quality support to internal & external on a daily basis.

Primary Responsibilities:

• Develops and maintains policies and procedures for teams managed. Sets metrics and goals to ensure high client service standards, continuous process improvement and optimal client satisfaction.
• Resolves highly complex or non-routine client corporate action issues or inquiries as needed, managing escalations effectively.
• Maintains relationships with business teams to report client trends and needs; may provide forward-looking insight on client issues to drive future revenue growth. Navigates the navigate the organisation successfully, both from a functional and from a legal entity (European bank) perspective.
• 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.
• Leads strategic change initiatives to improve client service experience and promote team efficiency. Maintains strong connectively with CSE global counterparts through thought leadership, helping define global harmonisation and strategy.

Leadership:

Manages one or more client service/support teams.

Job Scope:

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.

• Bachelor’s 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.
• Corporate Action knowledge highly desirable.
• Fluent in English, other European languages preferable.

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

Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.