Overview
Bring your ideas. Make history.
BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the "bank of banks" - 97% of the world's top banks work with us as we lead and serve our customers into the new era of digital.
With over 238 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we're approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.
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What we do: Team Overview
Our Service Directors are the backbone of our Asset Servicing delivery offering and a clear differentiator in the marketplace.
In this role, the Service Director has responsibility for acting as the voice of the third party manager within the Asset Servicing Business, ensuring that BNY Mellon delivers a consistently outstanding client experience across our product range. This is a third party manager and internal-facing role charged with ensuring overall service quality, client satisfaction and a consistent service experience, working hand in hand with the Relationship Manager and global service delivery teams.
The role also looks after multiple third party manager issues at varying levels of complexity, from routine service issue escalation to new product roll outs. The Service Director must balance the dual goals of meeting service delivery commitments, while ensuring that the bank is in full compliance with all regulatory requirements.
In this role, you'll make an impact in the following ways:
Collaborate
- Develop a thorough understanding of our client's third party managers business, operating model and technology strategy
- Deliver exceptional service aligned to clients and their managers needs and expectations across all products and services
- Act as the central point of escalation across all Operations, Technology and service delivery
- Cultivate a deep relationship and appreciation for what drives our clients' and their managers service requirements
- Facilitate communication across our clients third party manager's organization (e.g., industry news, regulatory and BNY Mellon change, product evolution)
- Maintain a culture of continuous service improvement across all products and services
- Monitor service quality, product performance, and overall client/third party manager experience with a view to proactively anticipate potential issues and opportunities
- Deliver robust operational analytics, insights, and transparency into service performance, leveraging industry leading interfaces
- Guide service evolution based on client/ third party manager requirements and changing operating model
- Drive higher quality client experience and service, operating model improvements, product innovation with a focus on digital tools, and thought leadership based on client/ third party manager feedback and our in-depth service knowledge and expertise
- Provide strategic insight into improvements across service delivery, product, technology, and operations, to create optimal third party manager solutions
- Navigate our technology, product, and operations groups to improve service today, and build better solutions for the future
To be successful in this role, you will need to:
- Build strong, collaborative relationships, both internally and externally with our client's third party managers
- Analyse information and apply problem solving skills
- Operate with a sense of urgency, and prioritise effectively
- Communicate clearly and concisely and be able to adapt style depending on audience
- Apply a strong controls focus, and know when to escalate
- Demonstrate strong leadership skills and provide guidance to less experienced team members
- Bachelors degree or the equivalent combination of education and experience
- 5-7 years of total work experience in financial services, or similar industry, is preferred.
- Experience in delivering outstanding client experiences within a client service delivery role and / or a financial services operational area, particularly in Custody and Fund Services, is preferred.
- Full time contract of employment
- City Centre locations close to main railway station and flexible working arrangements
- Flexible benefits package, including life and medical insurance, health screening, fitness discount programme, employee assistance program
- Award-winning Wellbeing Program supporting you with your unique health and wellbeing needs
- Pension scheme
- On-site childcare and a parental buddy programme
- Exciting opportunities for career and global mobility
- Diverse and inclusive environment
- Employee Referral Program
- Recognition programmes
- Fortune World's Most Admired Companies & Top 20 for Diversity and Inclusion
- Bloomberg's Gender Equality Index (GEI)
- Human Rights Campaign Foundation, 100% score Corporate Equality Index
- Best Places to Work for Disability Inclusion , Disability: IN - 100% score
- 100 Best Workplaces for Innovators, Fast Company
- CDP's Climate Change 'A List'
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: bnymellon.com/careers.