Specialist, Client Service

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Job description

Role Summary

The Specialist, Client Services has primary responsibility for the management of a number of Loan Funds or CLO (Collateralized Loan Obligations) portfolios of Corporate Trust Clients and serves as the key day-to-day contact. The role is responsible for servicing the overall Client relationship ensuring delivery of our contract obligations; and has key responsibility for building Client Partnerships. The Specialist will lead a sub team of client service managers within Client Services co-servicing Client Relationships.

The successful candidate will:

• Address and resolve problems, possess strong decision-making and organizational skills, and will communicate effectively with Group Manager, internal shared service partners and with internal and external clients.
• Actively assist the Group Manager with developing and driving new strategic plan initiatives.
• Day to day oversight of the assigned portfolios to ensure high Client Experience Levels

Transaction Management:

• Cash & Trade (Loans, Bonds etc) Management Oversight - ability to engage with Clients to ensure timely execution
• Report Review and preparation on Portfolio's Performance, Monitoring of Service Level Agreements, creation of KPI reports
• Collaboration: Continuous dialogue and open communication with Lead Manager and Group Manager on status of work being completed by supporting teams
• Lead and participate in client meetings and ensure minutes and follow up items are closed out
• Develop strong working relationships with Front Office Relationship Managers
• 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
• Employee Development: Key role in training of support team on Client and deal specific requirements
• 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

Partner Management

• To proactively monitor and manage the activities performed within our business partners
• To hold regular meetings and escalate any concerns

Experience & Qualifications:

• Minimum 5 years Corporate Trust or related financial markets/securities industry experience and minimum 7 years financial services industry experience.
• Strong Client Management Experience
• Ability to review deal governing documents
• 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.
• To proactively monitor and manage the activities performed within our business partners outside of Ireland
• Ability to quickly address issues - strong decision making
• Strong Financial Services Technical Skills
• Effective interpersonal, oral and written communication skills
• Excellent analytical, organisational and time management skills with the ability to meet tight deadlines
• Proficiency in using Microsoft packages particularly Excel

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.