Service Manager

Job Description

Position Overview: This role sits within Eagle Managed Services and is responsible for managing the delivery of a customized service model which includes data management, performance measurement and reporting functions provided to our investment management, insurance and pension client base in the APAC region.  The role will serve as the primary point of contact for questions regarding the delivery of the managed service model, by managing software changes and supporting functional changes to the model in accordance with the changing business needs of the client.  Understanding the client’s business model and how it relates to the services provided is paramount.   Strong organizational, communications, technical and leadership skills are highly valued in this position.   Responsibilities: The Service Manager will be responsible for:
  • Overall delivery of customized service model
  • Facilitation of internal communications with operations, business analysis and technical resources to deliver functionality through Eagle tools and operational workflows
  • Manage regular client meetings (in person and remotely)
  • Serve as point of escalation for performance calculation issues raised internally, or by the client
  • Oversight and communication of issue management and resolution
  • Seamless interactions and integration with Eagle Access and Eagle Relationship Manager
  • Identifying and communicating new service opportunities that benefit the client


  • Bachelor of Science Degree
  • MBA and / or CIPM preferred
  • Minimum 8-10 years of investment industry and performance measurement experience
  • Expected travel:  10-15%
Performance Measurement Experience 

5+ years’ experience calculating, analyzing and interpreting performance results

  • Experience with Eagle performance measurement software preferred
  • Supervisory experience in performance operations is preferred
  • Identification of performance errors and management of issue resolution
  • Collaboration with upstream sources (e.g. accounting, index vendors) to identify and remediate issues
  • Attention to detail and accurace
  • Daily and monthly performance calculation experience
  • Understanding methodology differences
  • Contribution to return, risk / return statistics
  • Benchmark comparison, custom benchmarks
  • Performance attribution
  • CIPM (Certificate in Investment Performance Measurement) preferred
  Client Relationship Management Experience  5+ years’ experience providing exemplary client service
  • Responsible for understanding clients’ overall business model and purpose
  • Responsible for client satisfaction and delivery of the overall service model
  • Support the identification and cultivation of expanded business potential with existing clients through regular client interaction/visits
  • Ability to lead and work collaboratively in a team environment
  • Ability to effectively respond to client issues and manage communications through conference calls, email and on-site meetings
  • Proven ability to multi-task, prioritize and meet deadlines
  • Exhibited skills in problem identification and problem resolution
  • Effective time management and organizational skills
  • Effective with Microsoft Excel, PowerPoint and Word

BNY Mellon is an Equal Employment Opportunity Employer.

Primary Location: Singapore-Singapore-Singapore
Job: Information Technology
Internal Jobcode: 70123
Organization: AS Eagle Cloud And EMS-HR06432
Requisition Number: 1913407