Lead Analyst, Investor Services Ops (Client Service)

Job Description

  • Conducts, analyses, and reports on transfer agency client services activities.
  • Leads client on-boarding for business area.
  • Conducts key metric reporting.
  • Leads with the on boarding of new colleagues including oversight of training activities.
  • Consults and provides oversight to daily Transfer Agency processes.
  • Assists management in the day to day operations of the business resolving escalated issues.
  • Conducts review processes and procedures to reduce risk and enhance efficiency and makes recommendations for their modification to improve productivity.
  • Apply key controls/processes to identify potential risk.
  • Develops relationships with technology and line of business teams as Subject Matter Experts to develop business requirements and test development.
  • Analyses business data to identify trends to mitigate risk or enhance client / customer relationships / contact.  
  • Conduct Quality Assurance across all contact media within the business area and utilise data from the process to improve overall process and performance.  
  • Performs and oversees all aspects of customer complaint handling.
  • Identifies new products/services to increase revenue.
  • Participates in client engagement regarding new products, services, or key business changes.
  • No direct reports.
  • Provides guidance to less experienced team members as needed
  • Provides coaching and training for all colleagues in business area.
  • Contributes to the achievement of team objectives. 


  • Bachelors degree or the equivalent combination of education and experience is required. 
  • 4 - 6 years of total work experience preferred. 
  • Experience in transfer agency operations preferred.

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-Lothian Region-Edinburgh
Job: Customer/Client Service
Internal Jobcode: 70520
Organization: Transfer Agency Operation EMEA-HR07268
Requisition Number: 2003565