Client Service Lead Manager

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At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world's financial system we touch nearly 20% of the world's investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.

We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.

We're seeking a future team member for the role of Client Service Lead Manager to join our Corporate Trust Operations team. This role is located in Manchester, onsite.

In this role, you'll make an impact in the following ways:

• Report to the Group Manager and manages the daily activities of assigned Client Service Representatives, ensuring that activities are conducted in accordance with the Firm and Corporate Trust policies and procedures and preferred practices. He/she constantly ensures that risks are being identified and actively managed. He/she will collaborate with Lead Managers in other locations to identify and resolve issues while serving as a high-level escalation point for complex situations and ensuring that they are brought to a successful resolution.
• Quickly address and resolve problems, possess strong decision-making and organizational skills, and will communicate effectively with Client Service Specialists, internal shared service partners and with internal and external clients. The Lead Manager will also actively assist the Group Manager with developing and driving new strategic plan initiatives.
• Hire, coach and provide professional guidance to team members, establish and evaluate performance/development goals/conduct PMP reviews and work to attract and retain talent within the group. Ensure that the team has the appropriate training to perform well and exceed in their role
• Transaction Management: Continuous dialogue and open communication with Client Service Managers and Group Manager on status of work being completed by team
• Employee Development: Oversight of training and development plans for all assigned employees
• Planning: Manage Staff Resourcing based on business requirements ensure adequate cover in place to meeting deliverables providing excellent client service delivery
• Identify and resolve issues while serving as a high-level escalation point for complex situations and ensure that they are brought to a successful resolution
• Partner with Global Group Managers to identify and streamline business operations. Support the efforts to enhance controls by standardizing relevant business processes and consistently managing/monitoring those activities to ensure quality and accuracy. Support key business programs, including business and process improvements which drive greater operational efficiencies and superior client service.
• Serve as an escalation point and communicate effectively with other internal shared services, external investment managers, brokers and clients. This role sets the directions and tones for the client service administration elements of our business and therefore drives overall client relationships and risk management.
• Business Liaison: Build and lead effective relationships with offshore operational support teams to help ensure client service excellence. Track and measure performance of key support teams through analysing and interpreting key MIS/KPI data. Partner with these groups to ensure continuous process improvements are being achieved.

Partner Management:

• To proactively monitor and manage the activities performed within our business partners
• To hold regular meetings and escalate any concerns
• To monitor and control SLAs, quality indicators, and give regular feedback to Group Manager

To be successful in this role, we're seeking the following:

• Minimum 5 years Corporate Trust or related financial markets/securities industry experience.
• Experience in Loans (syndicated, bi-lateral, real estate) very desirable
• Solid understanding of the product(s) administered by the group and thorough understanding of risk management and control practices.
• Excellent leadership skills, ability to manage dynamic team
• Ability to quickly address issues - strong decision making
• Strong Financial Services Technical Skills
• Effective interpersonal, oral and written communication skills
• Excellent analytical, organizational and time management skills with the ability to meet tight deadlines
• Proficiency in using Microsoft packages particularly Excel

At BNY, our culture speaks for itself. Here's a few of our awards:

• America's Most Innovative Companies, Fortune, 2024
• World's Most Admired Companies, Fortune 2024
• Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024
• Best Places to Work for Disability Inclusion, Disability: IN - 100% score, 2023-2024
• "Most Just Companies", Just Capital and CNBC, 2024
• Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
• Bloomberg's Gender Equality Index (GEI), 2023

Our Benefits and Rewards:

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

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.