Manager, Middle Office

Job Description

Overview Of BNY Mellon


BNY Mellon is a global financial services company focused on helping clients manage and service their financial assets, operating in 35 countries and serving more than 100 markets. BNY Mellon is a leading provider of financial services for institutions, corporations and high-net-worth individuals, providing superior asset management and wealth management, asset servicing, issuer services, clearing services and treasury services through a worldwide client-focused team.

Global Talent & Development department is looking for a manager in Middle Office: 

The Middle Office CSD Unit Manager is responsible for managing an operating unit within Middle Office Client Service Delivery that delivers middle office services to Global Financial Institutions (GFI). The incumbent will lead global functional teams and/or client facing service delivery teams that provide investment operations service/support, and collaborate across the organisation to define, launch and drive business initiatives. The incumbent will directly manage up to 4 service delivery teams that are responsible for some or all of the following: IBOR accounting (Investment Book of Record), securities and cash transaction capture and enrichment, trade support, securities settlement, client and third-party query management, securities and/or account reconciliations, portfolio valuations, financial statement production, reporting (client, regulatory, management and /or partnership accounting), new account set-up, asset transfer support, cash management support and fee billing.

The incumbent will act as the Middle Office – Operations Lead for GFI clients and be the escalation point for the day to day operations of the services delivered. The incumbent will partner with the Relationship Teams, Service Director Teams and global business partners to address client issues, needs and new business requirements. They will participate in client meetings, including steering committees, service review meetings and business planning sessions, and foster an overall positive business relationship with their assigned clients.

Primary duties include personnel management, operations leadership, prioritisation and allocation of available resources, goal planning, performance measurement, conflict resolution, operational risk management, service quality, client escalation management, client implementation enablement, technology implementations, enablement of new product offerings, audit coordination, vendor interaction, and business resumption for the associated operating teams managed.

The Unit Manager will be required to effectively interface with various global institutions within the financial services industry including Custodian Banks, Asset Managers, Valuation Agents, Securities Lending Agents, Brokers and Mutual Fund Administrators. They will also be required to effectively work with peers across various internal functional teams and operational “Centres of Excellence” globally – located in the Americas, EMEA and APAC.

This role could be captured by BNY Mellon's Training and Competence (TC) scheme which requires the individual to attain competence in the role within 24 months and maintain competence thereafter. They must comply with the Company's policies and procedures in place to ensure compliance with such requirements.


Service Delivery Management

  • Oversee and direct the daily services that are delivered to Global Financial Institutions (GFI) within their Middle Office Client Service Delivery (MOCSD) operating unit. Ensure that their operating unit’s services, goals and objectives are met in an efficient and effective manner. Functional responsibilities of the operating unit include some or all of the following: Investment Book of Record (IBOR), partnership accounting, custodian reconciliations, fee billing, valuations, cash management support, regulatory reporting, client statement productions, financial statement production, securities processing, securities settlements, complex securities processing, client reporting and/or management reporting.

  • Plan, organise, administer, review and evaluate the work of the operating unit through the supervision of their direct reports.

  • Provide operations leadership, technical expertise and assistance to their operating unit.

  • Collaborate across all MOCSD teams, Asset Servicing Securities Operation teams and global business partners to define, launch and drive critical business initiatives.

  • Plan, prioritise and allocate available operating unit resources. Ensure the placement of business process workflow within the operating unit’s team hierarchy aligns consistently across peer operating units and the MOCSD strategic operating model.

  • Manage controllable expenses associated with the operating unit. Controllable expenses include extra time, overtime, temporary resources and staff headcount.

  • Establish operating unit goals and align them to BNY Mellon, Asset Servicing and MOCSD business objectives.

  • Ensure services are delivered within SLA parameters. Maintain, measure and monitor key performance indicators of the operating unit. Work in partnership with other operating units and business partners to ensure cross team services are delivered efficiently and within SLA parameters.

Client Facing Support and Operations Business Lead

  • Partner with Business Executives, Relationship Executives and Service Director Teams to foster a constructive overall positive business relationship with the GFI clients supported within their operating unit.

  • Act as the Middle Office – Operations Lead for GFI clients and as the Subject Matter Expert for their middle office services. Face off with clients to review, discuss and / or address service quality, service aberrations, changing business needs and service level parameters.

  • Serve as the primary escalation point of contact to the client for the day to day operations of their Middle Office services. Communicate escalated issues to teams outside of the operating unit. Partner with the Relationship Executive and Service Director teams to remediate servicing issues and develop effective communication plans to the client.

  • Act as an intermediary between the client and Asset Servicing’s Securities Operations to address operational matters with their Middle Office Services. Teams include Reference Data, Pricing, Asset Assignment, Trade Capture and Custody Settlement.

  • Foster positive relationships with clients and actively seek information to understand client circumstances, issues, expectations and needs.

  • Partner with other Client Facing Operations Leads outside of MOCSD to focus on client service delivery matters that span across multiple client facing teams (e.g., Derivatives Services Group, Corporate Actions, Performance and Risk Analytics, Fund Administration, and Insurance).

  • Participate in various client forums including Steering Committees, Service Delivery Reviews and Due Diligence meetings with clients. Participate in business planning sessions with clients.

  • Direct new business integration into the operating unit. Facilitate the implementation of new accounts, assets or affiliates, coordinating closely with direct reports.

  • Review and assess client change request for new services, changes to existing services, and new portfolios / products. Identify and document the corresponding expense impact via the MOCSD change control process. Identify and resolve operational hurdles.

  • Ensure team members are fully aware of the servicing requirements detailed within the clients’ Service Level Agreements and monitor to ensure compliance with the agreed service.

  • Partner with relationship management to manage complex SLA matters with the client – including scope change, new products and issue resolution.

People Management, Staff Development and Training

  • Attract, retain and build organisational talent.

  • Identify key talent and create development plans to foster professional growth.

  • Develop and execute succession plans.

  • Actively mentor, coach and develop direct reports and inspire them to achieve their highest potential.

  • Implement curriculums to foster employee engagement.

  • Communication:

  1. Be available and approachable to team in order to engage in formal and informal discussions

  2. Conduct One-on-One sessions.

  3. Conduct staff meetings.

  4. Facilitate communication with team (where applicable; departmental initiatives, new processes and controls, audits, corporate communications, etc.).

  5. Provide note worthy updates in Management Team meetings and All Hands meetings.

  • Performance Management:

  1. Complete Performance Management Process and goal cascading in accordance to departmental standards.

  2. Measure performance against team and individual goals.

  3. Provide training opportunities and development for staff.

  4. Ensure recognition and corrective action activities are appropriately addressed.

  5. Ensure Development plans are in place for supervisors and team members.

  • Continuous Improvement and Best Practices

  • Encourage continuous process improvement by creating opportunities for others to question established work processes or assumptions.

  • Exemplify the BNY Mellon core values and instill them on the team.

Risk Management:

  • Ensure:

  1. Proper controls and documented procedures are available and regularly updated for all manual processes/tasks. Look across site to ensure consistency with other product groups, where applicable.

  2. Proper training/understanding of staff assigned tasks.

  3. Sufficient cross-training on all functions within the team and limit any key man dependencies, where possible.

  4. Any errors or potential errors are promptly reported to the Senior Manager and Embedded Control Manager, and the necessary forms, action plans and resolution, such as additional controls, change of procedure, training of staff, etc., is completed in a timely manner.

  5. Accurate and prompt identification, investigation and resolution of reconciliation breaks.

  6. Active management, accurate maintenance and timely publication of KPIs and RCSAs.

  • Monitor the risk profile and processing risk of client relationships on an ongoing basis.

  • Identify, evaluate and implement technology enhancements needed to effectively support client requirements while at the same time mitigating the overall operating risk to BNY Mellon.

  • Actively participate with the Embedded Control Manager to conduct root cause analysis, remediation planning, and lessons learned reviews on operating losses and near misses.

  • Engage the Embedded Control Manager with new processes and services, prior to agreement and implementation.

Process Improvement and Business Transformation

  • Participate on change oriented business initiatives involving technology, business process workflow or product development as a subject matter expert. Align team resources to support initiatives.

  • Participate on software development projects as assigned. Communicate business requirements to Business Analysts and approve Scope Requirements / Business Requirements / Functional Requirements Documents as an operations stakeholder. Ensure requirements meet the business needs.

  • Implement technology projects for MOCSD and enable them into the operating unit. Approve test case scenarios and direct testing efforts required by the operating unit.

  • Execute business initiatives that enable new product offerings or the augmentation of the MOCSD operating model. Facilitate the implementation of changes to existing products into the MOCSD global operating model.

  • Foster the idea generation of process improvement opportunities across the team to improve operating efficiency, improve quality and / or reduce operating risk. Research, refine and assess the feasibility of ideas. Collaborate across peer groups to gain consensus of moving ideas into projects. Execute approved projects to transform ideas into operational reality.

Sales Support, Industry Forums and Other

  • Participate in sales presentations as a Middle Office Service Delivery subject matter expert.

  • Lead operating model and business process workflow discussions with prospects.

  • Assess the servicing requirements of a prospect.

  • Participate in industry forums, seminars and conferences, representing BNY Mellon.


  • Bachelors/Masters Degree or equivalent education

  • 6 years of Business Experience in financial services

  • Considerable management experience 1,5 +

  • Fluent English skills

The Manager  will maintain the following Manager skills to successfully perform this role:

  • Create a positive and collaborative work environment globally; overall team verses client or self.

  • Demonstrate trust and integrity.

  • Foster a positive client relationship and appropriately manage client requests, whether directly with the client or internally.

  • Work effectively with peers across teams and sites to create, modify and sustain best practices – demonstrate willingness to be a change agent.

  • Articulate, plan and execute resource utilisation/load balancing and optimisation across teams.

  • Clearly articulate expectations and enforce accountability.

  • Enforce discipline where necessary (i.e. following stated procedures, controls, etc.).

  • Effectively make day to day decisions independently, demonstrating the ability to know when escalation is appropriate.

  • Lead effective meetings with appropriate documentation (agendas and minutes), both internally and with clients/external parties.

  • Propose solutions as items arise; taking ownership to identify solutions.

  • Successfully implement change.

  • Develop and coach staff for excellent performance.

What we can offer you:

  • Full time contract of employment

  • Competitive salary

  • Health & Life Insurance

  • Multisport card / Cinema Tickets / Nursery subsidiary

  • Pension scheme

  • Excellent opportunities for training, growth and professional development

  • Opportunities to engage in diverse projects due to growth of business migrations

  • A multitude of opportunities to get involved in additional charity projects

  • A collaborative culture and great teams

If you apply for this role this means you agree with the following statement:


Through my application for a role with BNY Mellon (Poland) sp. z.o.o. (the Company) I hereby authorize the Company to process my personal data for the purposes of recruitment. Furthermore I declare that I am aware of the voluntary submission of data and I am informed about the right to access the data and the right to correct it, pursuant to the Personal Data Protection Act of 29 August 1997 (Journal of Laws [Dz.U] No. 133, item 883)”. I authorise the Company to process my personal data for future recruitment processes.

Furthermore, I authorize BNY Mellon and its’ affiliates, Taleo (UK) Limited to process my personal data.

BNY Mellon and affiliates registration details.-

BNY Mellon (Poland) sp. z.o.o Registered office – Swobodna 3, 50-088 Wroclaw

The Bank of New York Mellon (International) Limited – 1 Canada Square, London, E14 5AL

The Bank of New York Mellon SA/NV – 46 Rue Montoyerstraat, B-1000 Brussels, Belgium

Taleo (UK) Limited Registered office - 78-586 Chiswick High Road, London W4 5RP, United Kingdom, 

Please note that during the recruitment process you may be asked to provide further information and supporting documents. The information provided may be verified and reviewed, to the extent permitted by the law, as to their veracity and accuracy.

BNY Mellon is an Equal Employment Opportunity Employer.

Primary Location: Poland-Dolnoslaskie-Wroclaw
Job: Asset Servicing
Internal Jobcode: PCSD13
Organization: MOCSD Service Delivery-HR17225
Requisition Number: 1914070