Contributes to the organizational client service strategy. Leads a client service/support area consisting of multiple large teams. Guides the development of policies to ensure client satisfaction and leads key client service initiatives. Maintains in-depth familiarity with industry best practices and identifies opportunities to implement as appropriate.
Leads long-term or strategic planning for the Client Services/Support function designed to improve the overall client service experience and improve team productivity and quality.
Resolves the most complex issues or inquiries from senior-level or key individuals at clients, as needed. Assists more junior managers and staff with issue resolution as necessary.
Maintains long-standing relationships with senior business leaders to report client trends and needs. Provides forward-looking and strategic insight on client issues to drive future revenue growth.
Sets organization-wide strategic priorities on initiatives designed to improve the client experience. Uses extensive industry knowledge to foresee needed improvements.
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 guidance to more junior managers.
Manages a client service/support area through other managers
Responsible for the achievement of area goals and objectives, talent management and supervision of team members. Area supports a variety of complex client accounts.
Qualifications Bachelors degree or the equivalent combination of education and experience is required with an MBA preferred. 15 plus years of total work experience with at least 5-7 years of management experience preferred. Experience in an operational area and/or client services 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: 70645
Organization: Service Directors-HR16351
Requisition Number: 1909116