Leads a small to medium-sized team of professionals that analyze and monitor client quality results across the firm and provided accountability and transparency with relevant supporting metrics and information to applicable business partners such as client service, operational teams, relationship support and senior management. Collaborates with internal and external clients on projects and initiatives relating to improving the quality and efficiency of our services and solutions. Manages projects designed to improve the client experience. Serves as an escalation point for complex issues. Advises and guides staff on appropriate corrective action and shepherds through to resolution. Researches, develops and establishes methodologies, protocols and processes to facilitate or improve daily operations. Guides teams in activities that produce data utilized in programs to improve client experience. Develops and implements team standard operating procedures. Determines metrics and standards to be measured in statistical analyses in order to further identify gaps in client experience and how to address them. Ensures that all activities meet required regulatory compliance standards. 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. Manages a small to medium-sized team of professionals, including coaching, performance management and resource allocation. Develops and oversees the achievement of team objectives. May manage financial resources (e.g., budgets, expenses, etc.). Focus is on daily, short-term goal achievement.
Qualifications Bachelors degree or the equivalent combination of education and experience is required. Advanced/graduate degree preferred. 5-7 years of total work experience, 0-1 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: 70294
Organization: Client Experience Admin-HR16349
Requisition Number: 1813223