BNY Mellon Hiring for Lead Analyst, Client Service Job at Sydney Full Time

Client Operations Manager

The Client Operations Manager (COM) is the champion for our clients. In this role, the COM acts as the daily interaction point to our clients for the Global Support and Services (GSS) organization. The COM will fully understand the business operational workflows of their clients, and have in-depth knowledge of their clients’ business needs and challenges. With this expertise, the COM will effectively advocate on behalf of their clients, to resolve issues in a timely manner, and thus exceed client expectations by providing extraordinary customer service.

Responsibilities:

Specific job responsibilities may include, but not limited to the following:

• Exceed client expectations by using product, technical and client expertise to effectively solve client issues in a timely manner.
• Coordinate investigations and responses by the team, for issues requiring Knowledge Team investigation and collaboration. Fully own escalated issues from inception to resolution, to ensure resolution times meet client expectations.
• Develop in-depth knowledge of client business and operational workflows by working closely with client operations and production teams. Contribute knowledge of client business practices to overall Data and Analytics knowledge management (KCS articles, test cases, etc).
• Engage in early stages of client lifecycle, to share ownership of key implementation decisions; influence decisions with an eye towards, post-implementation operations and long-term client success. Maintain ownership of decision logs after implementation.
• Effectively advocate on behalf of client needs to GSS leadership, as well as leadership in other Data and Analytics areas (Research & Development, Managed Services, Instrumental Engineering, Product Management, OMNI Digital Services, etc).
• Understand and contribute to the immediate and 3-month horizon needs and objectives of clients. Own current client temperature and work closely with client Relationship Manager on mid-range client goals.
• Maintain daily communication with clients.
• Proactively identify opportunities to increase client satisfaction and overall value of Data and Analytics suite (training, new projects, sales opportunities, etc).
• Participate in on-call rotation, to help manage critical client issues reported outside of normal business hours, which includes weekends (expected participation is approximately 2 weeks per calendar year).

Travel:

The COM role is not expected to be travel-intensive and is estimated to have up to 10% travel. Depending on the needs of each client and the training plan for each COM, the travel requirement may increase as needed.

Qualifications:

The ideal candidate will possess some of all of the following trails:

• BA in Finance, Accounting or IT. Advanced degree preferred.
• 5-7 years of experience in the investment, private wealth and/or financial services industry.
• Excellent communication skills.
• Self-motivator with a strong work ethic, initiative, critical and strategic problem-solving skills.
• Detail-oriented with strong organization skills.
• Must be able to quickly gather and analyze data.
• Excellent multi-tasking skills with the ability to thrive in a dynamic working environment.
• Collaborative interpersonal skills; ability to work within teams.
• Proven ability to build strong relationships, both with colleagues and with internal and external clients.
• Expertise in the investment management industry.
• Experience using Data and Analytics products is preferred.
• Flexibility to support market hours and do some after-hours work when necessary.

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.