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BNY Mellon

Senior Specialist, Client Service

Toronto, Canada



The Service Manager role 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. 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.

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  • 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 technology and relationship management
  • Identifying and communicating new service opportunities that benefit the client
Client Relationship Management Experience:
  • 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 Office products
  • Performance Measurement Experience
    • Experience with Eagle performance measurement software 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 accuracy
    • 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
  • Bachelors degree or the equivalent combination of education and experience is required.
  • 10-12 years of total work 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.

Employer Description:

For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the world's financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It's the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark:

Client-provided location(s): Toronto, ON, Canada
Job ID: BNY_Mellon-32358
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • HSA
    • HSA With Employer Contribution
  • Parental Benefits

    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Sabbatical
    • Leave of Absence
  • Financial and Retirement

    • 401(K)
    • 401(K) With Company Matching
    • Performance Bonus
  • Professional Development

    • Tuition Reimbursement
    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program