Director, Client Service Delivery

**_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 Vice President to join our Institutional Lending team. This role is in Singapore - Hybrid work model

Client Service Delivery is accountable for ensuring client satisfaction as it relates to all Asset Servicing products. This leadership position has responsibility for guiding a service team in multiple locations and delivering a quality client experience for sophisticated institutional investors in Southeast Asia.

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

- Leads a service delivery team comprised of Service Directors located in multiple geographies with diverse client segments.
- Develops and implements procedures to ensure client satisfaction and leads key client service initiatives.
- Maintains familiarity with industry best practices and seeks opportunities to implement as appropriate.
- Participates in long-term or strategic planning for the Client Services function designed to improve the overall client service experience and improve team productivity and quality.
- Resolves the most complex issues or inquiries from senior-level or key individuals at clients, as needed.
- Maintains relationships with senior business leaders to report client trends and needs. May provide forward-looking and strategic insight on client issues to drive future revenue growth.
- Sets strategic priorities on initiatives designed to improve the client experience. Determines needed improvements through review and analysis of problems reported.
- Lead data driven conversations with clients and operations and product teams to create mutually efficient service models and expectations.
- 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 a client service/support area through other managers
- Responsible for the achievement of area goals and objectives, talent management and supervision of team members. Area supports a variety of complex client accounts.
- Monitor and manage client profitability and identify opportunities to uplift relationships

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

- Able to always conduct themselves with integrity and a desire for excellence, with a clear sense of personal responsibility. To treat all colleagues, internal and external, with respect and to proactively create an environment of teamwork.
- Possess a high-level understanding of the APAC markets, jurisdictions and industry drivers.
- Understand client needs and align these to the product / services of BNY Mellon.
- First class presentation skills, both oral and written.
- A self-motivated, innovative thinker, with the ability to work as part of a team and think quickly in high pressure situations.
- Communicates effectively including writing internal briefs, Presentations scripts, status reports, etc.
- Strong knowledge of industry and competitive landscape in the APAC region.
- Strong knowledge of asset servicing products
- Track record of working in global financial institution and navigating complex operating models.
- Strong global business acumen, with the ability to articulate APAC client needs to global product owners and influence product roadmaps.
- Fluency in Asian language capabilities preferable, in order to support the APAC market segment.

**Qualifications**
- Bachelor’s degree required. Master’s degree is a plus.
- Qualification in accounting preferred.
- 15+ years’ experience including 7+ years of management
- Good understanding of asset servicing business
- Fluency in English is essential, other Asian languages is also preferable.

**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)
- Human Rights Campaign Foundation, 100% score Corporate Equality Index
- Best Places to Work for Disability Inclusion, Disability: IN - 100% score
- 100 Best Workplaces for Innovators, Fast Company
- CDP’s Climate Change ‘A List’

**Our Benefits**: