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Lead Manager, Client Support and Technology Apac

3 weeks ago

Singapore BNY Mellon Full time

Overview
Supervises a team of Client Support Agents and Technical Support staff professionals providing support for the Company’s technology-based services. Ensures our Client Support teams meet and exceed client expectations when they contact BNYM for assistance and guidance on the Company’s online banking products.
Maintains familiarity with industry best practices and regulatory requirements.
Supervise local team with day to day functions and ensure proper scheduling.
To provide tier one/tier two support with regards to existing Clients.
Looks to resolve or escalate highly complex or non-routine client issues or inquiries as needed.
Maintains relationships with Global stakeholders, to report client trends and needs; may provide forward-looking insight on client issues to drive future revenue growth. To display excellent communication skills and establish a positive rapport with Clients, be in close collaboration with the internal Lines of Business.
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.
Directs, motivates, and develops staff, maximizing their individual contribution, their professional growth, and their ability to function effectively with their colleagues as a team.
To support advancement of technology & migration activities, be in close collaboration with Product Management, and keeping all stakeholders engaged and updated.
Work closely with all internal / external stakeholders.
Participate in staff meetings and conference calls offering input / support metrics into product and business-related issues.
Point of contact point within Client Support to ensure appropriate interaction with all stakeholders.
To establish a detailed knowledge of the Company’s Client facing technology
Understanding of the Company’s Lines of Business and the roles they play across Industry
**Requirements**:
Excellent management skills
Ability to communicate at all levels
In-depth knowledge of the financial services industry
Positive and flexible attitude
Manage conflicting priorities and resources
Awareness of market initiatives
Ability to work within agreed KPI’s

**Employer Description**: