Principal, Client Service

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Job description

Job Description:

• Independently works with large, complex external clients to resolve the most critical and complex day-to-day issues and direct them to appropriate resources at BNY Mellon.
• May resolve atypical or or highly complex issues and/or escalate to management as appropriate.
• May serve as subject matter experts on BNY products and services. May lead staff on specific projects and resolution of client issues.
• Leads team members across multiple lines of business in providing support to major clients, whose partnership with BNY Mellon may have a broad & significant impact on the business, in addressing and resolving the most complex operational and technical issues and ensuring requests are executed.
• Applies advanced problem solving skills, judgement, and extensive experience to analyze information. Uses masterful communication skills to deliver high quality service to a specialized client base.
• May contribute to the development of strategic initiatives that are designed to improve client service experience.
• Typically provides senior leadership at assigned clients information related to BNY Mellon's products and services representing a broad array of lines of business and geographies, leverages a superior understanding of broader BNY Mellon services and offerings.
• Leads senior level or key individuals at clients in reviewing potential business needs and directs them to appropriate resources at BNY Mellon.
• Resolves the most critical and complex or non-routine client issues or inquires, as needed.
• Leads resolution of issues escalated by more junior team members. Maintains relationships with business leaders to report client trends and needs.
• Uses superior knowledge of client issues and needs to lead business development efforts.
• Uses superior understanding of BNY Mellon products and services to best propose expanded offerings to clients for front office consideration.
• Provides strategic guidance on internal activities and initiatives designed to improve the client experience.
• Uses knowledge of client services best practices and BNY Mellon client needs to lead the team's development of process improvements.
• No direct reports, provides guidance to less experienced team members. May assign work to more junior team members.
• Supports multiple, and the most complex client accounts whose partnership with BNY Mellon may have a broad & significant impact on the business.

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.

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.