Lead Manager, Client Service

Lead Manager, Client Service

BNY Mellon

Brussels, Belgium

Position Summary:

Manages a medium-sized Corporate Actions client service experts team split across Brussels & Manchester responsible for providing quality support to internal & external on a daily basis.

Primary 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;
  • 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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© EuroJobsites 2021

EuroJobsites is a registered company number: 4694396 VAT number: GB 880 9055 04

Registered address: EuroJobsites Ltd, Unit 8, Kingsmill Business Park, Kingston Upon Thames, London, KT1 3GZ, United Kingdom

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