Client Service Director

2 weeks ago

Singapore The Bank of New York Mellon Corporation Full time

**Who we are**:
The Treasury Services business within BNY Mellon services the payments, liquidity management and trade financing needs of our clients in the US and internationally, assisting them in their efforts to optimize cash flow, ensure adequate liquidity and manage risk - all essential components to their success. We deliver our solutions with a dedication to unsurpassed customer satisfaction, an approach that has continually earned us excellent customer service ratings.

The Client Service Director is a senior point of escalation to support large, complex external clients to resolve the most critical and complex day-to-day issues/inquiries and directs them to appropriate resources at BNY Mellon.

**Responsibilities**:In this role you will be responsible for:

- Resolves the most critical and complex or non-routine client issues or inquires, as needed.
- Leads resolution of issues escalated by more junior team members.
- Monitors client experience, service delivery, quality and product performance
- Ensures all issues are resolved in a timely and efficient manner
- Provides suggestions for efficiency improvement
- Creates a consistent client experience
- Assists with requested changes that impact the client’s service model, technology or service requirements
- Enables quicker identification of themes/global trends
- Creates and provides Client Service Review Meetings
- Has greater understanding of our products and clients needs
- Works closely with the Relationship Manager and Client Support Officer to understand the unique needs and requirements of the client.
- Helps to navigate our organization to engage the right partners for resolutions to complex inquiries or projects
- Uses knowledge of client services best practices and BNY Mellon client needs to lead the team's development of process improvements.
- Supports multiple, and the most complex client accounts whose partnership with BNY Mellon may have a broad & significant impact on the business.

**Benefits**:

- High school/secondary school or the equivalent combination of education experience is required
- 10+ years of total work experience
- Excellent written and verbal communication skills required

**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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