BNY Mellon Careers

Sr. Group Manager, Quality Management--Market Research-Voice of the Client

New York, New York; Pittsburgh, Pennsylvania; Oriskany, New York

Job Description

Experienced market research professional with a strong data analytics background who is passionate about improving the client experience and is an expert in both qualitative and quantitative data analysis. In collaboration with other Voice of the Client(VOC) team members, this position is an integral part of expanding our current VOC initiative and refining it on an ongoing basis. Optimally, the ideal candidate has been involved in starting up, managing and optimizing VOC initiatives. The ability to analyze, synthesize data and tell a compelling story incorporating both the client and employee perspective is imperative, along with proven corporate and financial value to their research and insights.  Highlighting implications and making actionable recommendations is required to help create a growth engine that enables the organization to consistently improve the life of the client. Strong Tableau, Alteryx, Advanced analytics ( e.g. text, predictive models, etc)  & leadership skills are essential.  Ability to work  and integrate into a deliverable-driven, execution focused,  culture and framework is key.

 Leads a large, complex team of professionals that analyze and monitor client quality results across the firm that lead to positive impact on the client experience. Offers strong collaboration and influence with internal and external business partners such as client service, operational teams, relationship support and senior management around client experience projects and strategies. Manages multiple projects designed to improve the client experience. Implements strategies and activities to improve on the process of researching, developing, and establishing methodologies, protocols, and processes to improve operations. Ensures client satisfaction be identifying and preemptively solving possible issues. Provides guidance on future requirements of function in order to determine how to stay competitive in the market. Provides guidance to other managers on key and complex issues including compliance and regulatory concerns. Implements appropriate staffing models to ensure Quality Management teams have the resources and capabilities needed to complete work requirements, achieve functional goals, and meet the needs of the business. Responsible for resource and activity budget for multiples teams. Liaises with peer leaders in client facing roles across multiple functions in order to address client experience concerns across the organization and develop teams to address specific issues. 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. Provides feedback at the most critical times. Manages multiple teams of professionals tasked with complex issues. Work is primarily accomplished through subordinate managers. Responsible for the achievement of area goals and objectives, talent management and supervision of teams.


Bachelors degree or the equivalent combination of education and experience is required. Advanced/graduate degree preferred. 10-15 years of total work experience, 3-5 years of management experience preferred. Experience in client service 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: 70292
Job: Operations
Organization: Client Experience Admin-HR16349
Requisition Number: 1812257