lead manager, client service

Overview
Bring your ideas. Make history.
BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the "bank of banks" - 97% of the world's top banks work with us as we lead and serve our customers into the new era of digital.
With over 238 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we're approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.
We're seeking a future team member for the role of Lead Manager, Client Service to join our Operations team. This role is located in Manchester, UK with a hybrid work model.

In this role, you'll make an impact in the following ways:

• Maintains familiarity with industry best practices.
• Develops and maintains policies and procedures for teams managed.
• Sets metrics and goals to ensure continuous process improvement and optimal client satisfaction.
• Resolves highly complex or non-routine client issues or inquiries as needed.
• Maintains relationships with business teams to report client trends and needs.
• May provide forward-looking insight on client issues to drive future revenue growth.
• 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.
• Manages one or more client service/support teams.
• 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.

To be successful in this role, we're seeking the following:

• Bachelors 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.

At BNY Mellon, our inclusive culture speaks for itself. Here's a few of our awards:

• Fortune World's Most Admired Companies & Top 20 for Diversity and Inclusion
• Bloomberg's Gender Equality Index (GEI)
• Best Places to Work for Disability Inclusion , Disability: IN - 100% score
• 100 Best Workplaces for Innovators, Fast Company
• Human Rights Campaign Foundation, 100% score Corporate Equality Index
• CDP's Climate Change 'A List'

Employer Description:

For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the world's financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It's the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: careers.