Lead Manager, Client Service
BNY Mellon
Brussels, Capital Region, Brussels, Belgium
6 dagen geleden

Responsibilities

  • Develops and maintains policies and procedures for teams managed. Sets metrics and goals to ensure high client service standards, continuous process improvement and optimal client satisfaction.
  • Resolves highly complex or non-routine client corporate action issues or inquiries as needed, managing escalations effectively.
  • Maintains relationships with business teams to report client trends and needs; may provide forward-looking insight on client issues to drive future revenue growth.
  • Navigates the navigate the organisation successfully, both from a functional and from a legal entity (European bank) perspective.

  • Oversees and provides guidance on internal activities and initiatives designed to improve the client experience. Determines needed improvements through review and analysis of problems reported.
  • Recruits, directs, motivates and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team.
  • Leads strategic change initiatives to improve client service experience and promote team efficiency. Maintains strong connectively with CSE global counterparts through thought leadership, helping define global harmonisation and strategy.
  • Leadership :

    Manages one or more client service / support teams.

    Job Scope :

    Responsible for the achievement of multiple team goals and objectives, talent management and supervision of team members.

    Teams support multiple, moderately complex to highly complex (platinum) client accounts.

    Qualifications

  • Bachelor’s degree or the equivalent combination of education and experience is required with an MBA preferred.
  • 5-7 years of total work experience with at least 0-1 years of management experience preferred. Experience in an operational area and / or client services preferred.
  • Corporate Action knowledge highly desirable.
  • Fluent in English, other European languages preferable.
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