Group Manager, Client Service

Overview

Responsibilities:

• 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 and seeks opportunities to implement as appropriate.
• Sets policies and procedures for teams managed.
• Contributes to the development of strategic initiatives that are designed to improve the overall client service experience and improve team productivity and quality. Resolves highly complex or non-routine issues or inquiries from senior-level or key individuals at clients, as needed.
• Maintains relationships with business leaders to report client trends and needs.
• May provide forward-looking insight on client issues and trends to drive future revenue growth.
• Provides strategic 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 multiple client service/support teams.
• Responsible for the achievement of multiple team goals and objectives, talent management and supervision of team members.
• Teams support multiple, complex client accounts.

Qualifications:

• Bachelors degree or the equivalent combination of education and experience is required with an MBA preferred.
• 7-10 years of total work experience with at least 1-3 years of management experience preferred.
• Experience in an operational area and/or client services preferred.

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.

Employer Description:

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 and 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.