Service Director

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Job description

S cope of the Role

A Service Director has responsibility for acting as the voice of the client within the Asset Servicing Business, ensuring that BNY Mellon delivers consistently outstanding service across our product range. Client and internal-facing role charged with ensuring overall service quality, client satisfaction and a consistent client experience, working hand in hand with the Relationship Manager and global service delivery.

The Service Director is responsible for working through multiple client 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.

K ey Responsibilities

• Serve as central client escalation point across all service issues, ensuring swift resolution by providing clear accountability and navigating our organization
• Ensure effective client communication around incident management, regulatory and BNY Mellon change, and product evolution as it pertains to service delivery
• Ensure outstanding client service delivery, by monitoring service quality, product performance, and overall client experience (SLDs and KPIs)
• Deliver robust operational analytics, insights, and transparency into service performance, leveraging industry leading interfaces
• Chair Governance process, including holding regular Service Review Meetings and attending client board meetings
• Develop a deep understanding of our clients' business, operating model, and technology strategy
• Drive operating model improvements, product innovation, and thought leadership based on client feedback, and in-depth service knowledge and expertise
• Provide strategic insight into improvements across service delivery, product, technology and operations
• Demonstrate an understanding of all products and services provided within BNY Mellon and leverage insights to ensure every client has the solutions they need
• Work with external clients to resolve the most complex day-to-day issues and direct them to appropriate resources at BNY Mellon. May resolve atypical issues or escalate to management as appropriate
• Experience supporting asset owner clients with extensive knowledge of core products including accounting, performance & risk, cash management and foreign exchange.

Requirements

• Bachelors degree or the equivalent combination of education and experience is required, 12 plus years of total work experience preferred
• Have a strong understanding of the business with extensive experience in the asset servicing industry - operational expertise is helpful
• Collaborative, flexible approach to problem solving
• Outstanding people and Interpersonal skills, ability to work effectively in a global team environment
• Able to work independently and autonomously, manage multiple work streams, and have an eye for detail
• Possess strong analytical, financial, oral and written communication skills.
• Experience working with and influencing cross-functional teams and senior stakeholders
• A business focused Individual with a results-driven mentality combined with a high desire to work strategically

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.