Lead Analyst, Client Support and Technology Apac

6 days ago


Singapore The Bank of New York Mellon Corporation Full time

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

**BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans.**

**Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.



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