Lead Analyst, Client Service

**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 a Portfolio Services Client Service at Senior Associate level to join our APAC Client Service team. This role is in Singapore and supports our APAC client enquires for Corporate Actions, Income, Proxy and Class Actions across all markets.

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

- Manage a portfolio of high-profile clients, ensuring all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standards
- Assist the Manager to l ead team members in providing support to major clients in addressing and resolving complex operational and technical issues and ensuring requests are executed.
- Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments across the globe, with escalation where required.
- Drive client satisfaction
- including regular proactive calls, touchpoints and where possible face to face visits. Develop and maintain excellent client contacts and partnership.
- Host review calls to discuss and analyze service concerns or issues raised. Work with clients to improve their productivity & usage of self-service tools where applicable.
- Partner with your peer groups in Operations, Product and Technology for Corporate Actions, Income, and Proxy to develop client solutions that will also enable the reduction of manual processing.
- Applies advanced problem-solving skills, judgement, and experience to analyze information.
- Uses strong interpersonal and communication skills to deliver high quality service to a specialized client base.
- Leads and participates in internal activities and initiatives designed to improve the client experience.
- Uses knowledge of client services best practices and BNY Mellon client needs to help develop process improvements.
- Provides guidance to less experienced team members.
- Initiate Digitization projects to reduce queries through automation & selling self-service model. Eg; E-statements, E-swift, E-Advice, upcoming announcements and client elections.
- Continuously looks for and designs business required documents to reduce the number of manual touch points and develop client specific service solutions and maintains quality control.
- Keep updated on all new market and regulatory requirements affecting client portfolio/base - not only Corporate Actions, Income related but the wider custody product.
- Ensure adherence to all departmental standards/KPI’s and ensure a pristine control environment maintained at all times.
- Applies a good understanding of how the team and area integrate with others in accomplishing the objectives of the wider team / working group.
- Utilizes good communication and interpersonal skills to interact with colleagues and stakeholders, and to exchange potentially complex / sensitive information.

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

- Bachelor’s degree or the equivalent combination of education and experience is required.
- 5-7 years of total work experience preferred with a minimum of 4 years specifically in Corporate Actions and Income Client service / Operations
- Strong Custody operational/client service experience in US and European markets
- Ability to converse in Mandarin to liaise with Mandarin speaking clients in greater China region and/or experience in international markets would be a plus
- Excellent written and verbal communication skills, especially under high pressure situations.
- Process Improvement skills
- Proficiency with Microsoft Office (MS access, MS excel, Power BI
- Proven success as a team player

**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’

**Our Benefits**:
BNY Mellon offers highly competitive compensati