Client Services Team Leader

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 36 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.


Team Description:


Deliver professional client service to Investment Managers and Clients on a day-to-day operational basis by providing proactive issue management (Trade, Cash, Corporate Action, Income etc), ensuring the resolution of all issues with Investment Managers and Clients on a timely basis, escalating where appropriate to management. To ensure the completion of daily risk management controls, and monitoring of fails and overdrawn balances. Responsible for service reviews and all relevant clients reporting including detailed MIS. To prioritise tasks according to volumes, complexity, sensitivity and risk. This is a busy and demanding environment with high values and large volumes of transactions/queries requiring good concentration and organisational skills.



Role Responsibility:


Lead, manage and coordinate the daily work loads of a team of Client Service Representative teams in order for them to deliver a proactive excellent client service, protecting and growing revenue and increasing client

Client Satisfaction

Coordinate the provision of high quality services to internal and external clients ensuring effective issue resolution and maintenance of an in-depth understanding of client expectations so that client satisfaction and service excellence can be continuously enhanced.

First point of escalation for clients.

Team Management

Manage and motivate the client service representatives to ensure they work effectively and in close cooperation with colleagues in other functions/operations in order to ensure business needs are met and strategic objectives delivered

Measures of success:

Meetings booked with staff, competency framework and development plans in place

Yearly appraisal meetings completed with issues addressed

Staff files maintained

Staff absence monitored and issues addressed

Low attrition

Succession plans in place

Staff attendance at internal and external training courses with training plans in place

Weekly team meetings booked

Communication standards met



Operational Task:

Ensure all client queries and issues are managed on a daily basis. Ensure that regular updates to both internal and external clients are provided.

First point of escalation for internal clients

Ensure all daily procedures are followed

Ensure internal interaction is productive and that the client service department is projected positively at all times.

Positive feedback received from clients

No outstanding action points on Call Reports.

All client queries prioritised and handled in a professional manner

All client queries entered into the Query Tracker system within set timeframes

SLD deadlines adhered to in all processing

Outstanding issues file in place with action plans to address

Monthly meetings held with business areas to address internal issues




Decision Making Authority:

Day-to-day allocation of resource & workload within the team

Inclusion in recruitment process

4eye check responsibilities for quality and risk management.



External: Clients

Internal: Sector Heads, Relationship Managers, Operations Heads


Measures of success:

Year on year improvement on industry survey scores.

Improvement on Scorecard results.

Conduct Service Review meetings, frequency dependent on client.

Conduct Regular Healthcare calls for top clients on team.


Work collaboratively and on a timely basis with managers to review operational controls, conduct root-cause analysis and implement remediation activities emanating from operating incidents and near-miss events.


Risk Competence & Knowledge - Understand the key operational risks and the associated controls applicable to the Business Unit and follow all Business Unit operational procedures and other directive controls (eg. checklists) as designed.


Any identified issues or changes should be escalated to Managers.



Ensure that risk issues (both current and emerging) are escalated promptly to managers, including:


Gaps or issues identified within the Business Unit controls;

Errors or potential errors/near-misses;

Other risk issues (including non-responses to queries, manual process intervention



What we can offer you:


Challenging, fun and supportive environment

25 days holiday (in addition to Bank Holidays) plus opportunity to purchase up to 5 extra days

Highly competitive benefits package including pension and private medical cover

City centre location

Competitive discounts on travel and parking

Discounts on a range of local retailers

Opportunity for further academic training – including NVQ, IOC, Degree and soft skills

Opportunity to join site wide networking groups

Opportunity to participate in process improvement programmes (Lean, Six Sigma, Kaizen); we recognise and reward new ideas








Having a global custody background is essential. Minimum of 2 years in a financial services environment preferably within a client facing role. Strong people management skills are required.

Jobs Skills and Knowledge:

Excellent people management skills

Excellent communication skills

Strong client service ethic

Excellent team building skills

Good BNY core system knowledge (eg GSP, IMMS, PSS, INFORM, SEARCHSPACE)

Good custody & related product knowledge

Positive attitude


BNY Mellon is an Equal Employment Opportunity Employer.
Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

Primary Location: United Kingdom-Greater Manchester-Manchester
Job: Asset Servicing
Internal Jobcode: 70101
Organization: Custody Client Service-HR09095
Requisition Number: 2001655