BNY Mellon Careers

Ld Mgr, Client Processing

Luxembourg, Luxembourg
Customer/Client Service

Job Description

Senior Manager Client Processing – AIS Transfer Agency - Grade K 
The Senior Manager - Investor Services is responsible for the day-to-day management of a team of investor services (transfer agency) professionals proving services to a set of Private Equity/Real Estate (Private Markets – ‘PM’) clients in association with the outsource centre of excellence team.  The Senior Manager will report to the Group Manager responsible for PM in EMEA and, has ownership and accountability for all client relationships within the specific PM team. This role requires close collaborate with peers and colleagues from PM teams in EMEA and Globally. 
Day-to-day management includes but is not limited to the following; • Management of team including 1-2-1’s, PMPs etc • Assigning BAU tasks across service team • Participation and resolution of investor/client escalations • Oversight of outsource locations • Authorization of payments • Attending client meetings, board meetings • Involvement in prospect pitch meeting as required • Liaising with AML team to ensure investors are in good order prior to each close • Ensure accuracy & timely completion of KPI’s and Board Packs  • Involvement in the on-boarding process for new business including doc review • Knowledge of local regulatory framework • Preparation, review, release of reporting


The incumbent will be a leader and motivator and should promote excellent client service standards, a customer focused ethos and advocate, and instil best practice at all times within the group.  Ensures client satisfaction, accuracy and productivity of work, and compliance with internal policy and external regulation.  May assist in process improvement for the function.   The nature and number of client relationships as well as the number of assigned personnel may change due to organisational growth. Position requires good knowledge and understanding of the alternatives industry, the business and service needs of industry participants, and an understanding of the global service delivery models with specific reference to private equity/real estate investor services (transfer agency).  Manage, coach and develop team members, ensuring all staff are performing in line with competency standards and development potential is being identified and promoted. Set the development schedule to ensure that AIS is keeping pace with market developments and competitor product service offerings.  Employ various innovative strategies to support client service and service delivery for Investor Services. Take a leadership role in identifying and resolving client service and service delivery issues for clients, Senior Leadership team members and Relationship Managers. Support the retention and growth of existing revenue streams, and provide the highest level of customer service through proactive problem resolution and by demonstrating the Company's core values.  Must have ability to conduct his/herself with integrity and a desire for excellence at all times with a clear sense of personal responsibility. Need to demonstrate that they can treat all colleagues, internal & external, with respect & to proactively create an environment of teamwork. Must have excellent judgement.  Direct client contact and nature of work impacts revenue retention and growth, and poor performance can result in significant expense. The role will require engagement with a broad cross section of the AIS business and the broader BNYM organization. External engagement with clients & prospects in support of AIS service delivery. Must foster an environment of teamwork and collaboration across all areas of the business and with shared services partners. College Degree preferred.  10+ years experience in financial services including 8+ years experience in Investor/Transfer Agency Services, and dealing with large institutional clients including at least 3+ years experience in Alternative Investment Services and with private equity, real estate or hedge fund clients preferred.  Demonstrated experience as a successful manager of managers preferred.

BNY Mellon is an Equal Employment Opportunity Employer.

Primary Location: Luxembourg-Luxembourg-Luxembourg
Job: Customer/Client Service
Internal Jobcode: 70601
Organization: AIS Operations-HR08997
Requisition Number: 1908847