Client Ops Manager-Eagle - Bank of New York Mellon in Wellesley

Client Ops Manager-Eagle
at Bank of New York Mellon in Wellesley

Location: Wellesley, MA, US
Job Number: 1303120

Description

The Client Operations Manager is the 'champion' for Eagle client and will act as the daily interaction point to them for the Eagle GSS organization. Each Client Operations Manager will have a logically-grouped set of assigned clients. A COM will fully understand the business operational workflows of their clients and have in-depth knowledge of their clients business needs and challenges. With this expertise, the COM will effectively advocate on behalf of their clients to resolve issues in a timely manner and thus exceed client expectations by providing extraordinary customer service. Specific job responsibilities may include but are not limited to the following: Exceed client expectations by using product, technical and client expertise to effectively solve client issues in a timely manner. Coordinate investigations and responses by the Global Support and Services. Fully own escalated issues from inception to resolution to ensure resolution times meet client expectations. Develop in-depth knowledge of client business and operational workflows by working closely with client operations and production teams. Contribute knowledge of client business practices to overall Eagle knowledge management (KB articles, test cases, etc). Engage in early stages of client lifecycle to share ownership of key implementation decisions; influence decisions with an eye towards post-implementation operations and long-term client success. Maintain ownership of decision logs after implementation. Effectively advocate on behalf of client needs to GSS leadership. Understand and contribute to immediate- and 3-month horizon of client needs and objectives. Own current client temperature and work closely with client Relationship Manager on mid-range client goals. Maintain daily communication with client A and B levels. Proactively identify opportunities to increase client satisfaction and overall value of Eagle suite (training, new projects, sales opportunities, etc). Travel: The COM role is not expected to be travel-intensive, and is estimated to have up to 10% travel. Depending on the needs of each client and the training plan for each COM, the travel requirement may increase as needed.

Qualifications

The ideal candidate will have proven success in implementing the Eagle software or extensive experience in some other area of Eagle. S/he will demonstrate self-confidence, poise and composure with all colleagues, clients and channel partner communications. BS in Finance or Accounting preferred, other degrees considered. This position will also require flexibility to support Market hours and to do some after-hours work when necessary in support of their assigned client requirements. The CORM role will require regular travel in order to facilitate relationship building and development of expertise in client business objectives. Travel is estimated at up to 60%, +/- 20% in a given month.

Primary Location: United States-USA-MA-Wellesley
Internal Jobcode: 30375
Job: Asset Servicing
Organization: GFI Client Service Delivery-HR08950

Deadline: 16-4-2013

How to Apply:
http://jobs.bnymellon.com/job/Wellesley-Client-Ops-Mgr-Eagle-Job-MA-02457/2459189/