Manages multiple client service teams responsible for providing quality support to clients with transactions and resolving operational issues on a daily basis. Maintains familiarity with industry best practices
Develops and maintains policies and procedures for teams managed. Sets metrics and goals to ensure continuous process improvement and optimal client satisfaction.
Resolves highly complex or non-routine client issues or inquiries as needed.
Maintains relationships with business teams to report client trends and needs. May provide forward-looking insight on client issues to drive future revenue growth.
Oversees and provides guidance on internal activities and initiatives designed to improve the client experience. Determines needed improvements through review and analysis of problems reported.
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.
Manages one or more client service/support teams.
Responsible for the achievement of multiple team goals and objectives, talent management and supervision of team members. Teams support multiple, moderately complex to highly complex (platinum) client accounts.
Qualifications Bachelors degree or the equivalent combination of education and experience is required with an MBA preferred. 5-7 years of total work experience with at least 0-1 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.
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 States-Massachusetts-Everett
Internal Jobcode: 70100
Organization: Service Directors-HR16351
Requisition Number: 2002777