BNY Mellon Careers

Head of Client Experience for South Asia

Singapore, Singapore
Customer/Client Service


Job Description

·         Responsible for the Service Director and Client Service teams in South Asia (a combined team of up to 20 staff)

 

·         Responsible for developing and implementing Client Experience strategy in collaboration with the APAC Regional Head of Client Experience and global peers

 

·         Research client issues and bring to resolution. May be assigned as owner/expert of a particular process or product

 

·         Conduct frequent and regular check-ins with assigned clients, ensuring their continued satisfaction with firm services

 

·         Develop, track and report on service ratings for assigned client portfolio. Contribute to the development of team/unit metrics, dashboards and roadmaps

 

·         Work closely with Relationship Executive teams to ensure Client Experience strategy is executed

 

·         Keep abreast of client account activity occurring throughout the firm and often serve as the ultimate escalation point for client service satisfaction

 

·         May assist with prospecting new clients in a similar industry or segment of existing clients. Conduct service review meetings and assist in client training, sharing of market information/experience

 

·         May work with other Relationship Managers and/or marshal firm-wide resources (marketing, legal, compliance, etc.) to ensure client needs are being addressed and to proactively inform clients of industry developments or firm thought leadership

 

·         May assist in client onboarding and/or risk management activities are conducted and captured (KYC, BAC, etc.) Provide guidance to Service Director and Client Service managers and staff as needed


Qualifications

Bachelors degree or the equivalent combination of education and experience is required. Advanced/graduate degree preferred. 
BNY Mellon is an Equal Employment Opportunity Employer.

Primary Location: Singapore-Singapore-Singapore
Job: Customer/Client Service
Internal Jobcode: 70058
Organization: Service Directors-HR16351
Requisition Number: 1809039