Client Ops Dept Head-Eagle - Bank of New York Mellon in Boston

Client Ops Dept Head-Eagle
at Bank of New York Mellon in Boston

Location: Wellesley, MA, US
Client Ops Dept Head-Eagle (Job Number: 1303123)

Description

The Head of Client Operations (HCO) is responsible for managing and leading the Client Operation Managers (COM's) who are the champions/advocates for client issues. He/She plans, monitors and controls processes to ensure best practices and acting as a knowledgeable resource for other departments. The COM's are logically assigned to clients by the HCO based on client size, and degree of client complexity. The HCO is responsible defining the criteria for workflow/operational reviews, implementation compliance, client transition to productions, and ensuring a high level of Client satisfaction; In addition, measuring the success of each COM through Client temperature number of client escalations. In this role the Head of Client Operations interacts closely with leaders in the KT, GPS, RM's, Instrument Engineering, and Tech Service teams to ensure Eagle is providing, timely, value added solutions to the client base. Responsibilities include Manage client assignment of COM's and perform on boarding duties when they go live Align COM's with GPS team members during new implementations to ensure a smooth transition to production live Manage the improvement of Client Proficiency using the Eagle Product Suite via operational and workflow reviews. Manage/Oversee COM process in accordance with performance goals and corporate strategy throughout the Client Lifecycle Ensure COM's capture all critical client artifacts and those artifacts are stored and maintained in the Client Repository. Recruit, train, coach and mentor team members. Collaborate with team members on annual goals and objectives; create and deliver performance reviews. Work with peers from Sales, GPS, RM, and Instrument Engineering to continually improve the process of transitioning the client through the lifecycle stages. Meet regularly with COM's to review open issues in an effort to achieve maximum resolution of client questions and issues without escalation. Ensure COMs are maintaining service and support excellence for their clients 10%. Oversees the update and maintenance of client data in the GSS data repositories. Indentify billable solution and product enhancement opportunities though daily support for RM follow-up with the client. Act as an escalation point for COM's for any client support issues that arise and as needed help facilitate decision making efforts to achieve resolution. Manage COM team calendar to ensure appropriate client support coverage. Ensure COM s are communicating significant client events in a timely manner. Participate as an active member of the Eagle Knowledge Committee. Travel: The HCO role is not expected to be travel-intensive, and is estimated to have up to 15% travel. Depending on the needs of each client, the travel requirement may increase as needed.

Qualifications

Bachelor's degree in Accounting and/or Finance; Masters Degree preferred. 10-15 years of experience in the investment, private wealth and/or financial services industry, including solid experience at the managerial level. Superior analytical thinking, problem-solving, organizational and communication skills. Team-oriented and able to build strong client relationships. Ability to work effectively with management in other Eagle departments.

Primary Location: United States-USA-MA-Wellesley
Internal Jobcode: 30373
Job: Asset Servicing
Organization: GFI Client Service Delivery-HR08950


Nearest Major Market: Boston

Deadline: 16-04-2013

How to Apply:
http://jobs.bnymellon.com/job/Wellesley-Client-Ops-Dept-Head-Eagle-Job-MA-02457/2459188/