BNY Mellon Careers

Specialist, Quality Management

Lake Mary, Florida
Customer/Client Service

Job Description

Quality Management - IC3 Under minimal direction, analyzes and monitors client quality results across the firm and provides accountability and transparency with relevant supporting metrics and information to applicable business partners such as client service, operational teams, relationship support, and senior management. Consults with internal and external clients on how to improve the experiences of firm systems/ products/ platforms. Analyzes Voice of Client (VOC), market and other types of business date in order to determine areas for improving our client experiences. Provides guidance on the analysis of client service quality, reports on findings, and works with relevant teams to address findings and improve service and client experiences. Oversees the collection of data from market research, Voice of Client (VOC) research, and statistical analysis and utilizes more complex analysis tools in order to inform decisions around policies and practices that improve client experiences. Creates guidelines for client facing employees regarding client interactions and best practices in order to improve client experience. May be cross functional. Establishes engagement requirements and desired outcomes/deliverables for third party data providers/vendors. Collects and reports on vendor performance and participates in vendor selection process. No direct reports. Provides guidance to less experienced colleagues as needed. Takes lead on smaller sized quality projects and initiatives. Generally has responsibility for client experience and the delivery of inputs to improving policies and procedures associated with quality improvement. Provides guidance and input to decisions made throughout the Quality Management team.


Bachelors degree or the equivalent combination of education and experience is required. Advanced/graduate degree preferred. 5-7 years of total work experience preferred. Experience in client services within the securities or financial services industry preferred.

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 & 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:

Pershing provides critical business process, financial and technology solutions for financial organizations around the globe. We operate behind the scenes to power transformational change for broker-dealers, registered investment advisors, independent financial advisers, hedge fund and '40 Act fund managers and individual investors. We strive to be innovators, developing open architecture technology and financial solutions to support our customers' growth. We advocate on behalf of our customers and help them respond to regulatory reform and drive positive outcomes for our industry and investors. From our core business as an industry-leading trade execution, clearing and custody provider, we have evolved into a global multifaceted firm that provides investment solutions, forward-thinking technology-driven efficiencies, practice management and service excellence.

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

Primary Location: United States-Florida-Lake Mary
Internal Jobcode: 70296
Job: Customer/Client Service
Organization: Pershing Domestic-HR06431
Requisition Number: 1808510