With guidance from senior professionals, 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 quality and efficiency on firm systems/ products/ platforms. Understands Voice of Client (VOC) in order to discern best practices for improving client experience. Analyzes and monitors data/reports to assess client service quality across the business unit. Performs market research, Voice of Client (VOC) research, and statistical analysis. Reviews industry standards for client interactions and ensures the distribution and adherence to company best practices regarding the client experience. Reviews client quality data gathered and synthesized by third party data providers in order to determine the quality of the data provided and to address concerns with collection methods. No direct reports Influences client interactions and experiences with assigned business unit. Work generally affects own team as well as other closely related work teams.
Qualifications Bachelors degree or the equivalent combination of education and experience is required. Advanced/graduate degree preferred. 3-5 years of total work experience preferred. Experience in client services within the securities or financial services industry preferred
BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.
Primary Location: United States-New York-New York
Internal Jobcode: 70297
Organization: CSD MO Quality Mgmt-HR16484
Requisition Number: 1812207