Vice President, OPS Client Service Manager II

2 months ago

Hong Kong, Hong Kong SAR China BNY Full time
Vice President, OPS Client Service Manager II, Client Service~ (Hybrid)

At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world's financial system we touch nearly 20% of the world's investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.

We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.

We're seeking a future team member for the role of Custody Client Services Manager to join our Global Custody Operations team. This role is in Hong Kong and will be working on a hybrid basis, (3 days in the office)

In this role, you'll make an impact in the following ways:
  • Lead, manage, motivate, and coach a team of up to 12 client-facing direct reports, focusing on the delivery of excellent client service, in line with service level agreements.
  • Supports multiple, complex client accounts on day-to-day Custody queries covering Settlements, Corporate Actions & Income, FX, Cash, Class Actions and Proxy related issues with clients.
  • Apply advanced problem-solving skills, judgement, and experience to analyze information, understand client needs and support clients in addressing and resolving complex operational and technical issues and ensuring requests are met without undue risk to the bank.
  • Resolve complex client challenges by working with the various Operational teams to provide optimal client service.
  • Uses in-depth knowledge of client issues and needs to contribute to business development efforts and work with appropriate resources at BNY to address client needs.
  • Lead and participate in client service review
  • Lead and participate in internal projects or process improvements as required.
  • Foster deep partnership with operational teams through regular engagement and take proactive steps to raise clients concerns or gaps with our internal stakeholders and management team.
  • Maintains familiarity with industry best practices and proactively stay on top of market changes and product development.
  • Maintain a strong risk mitigation and control environment.
  • Play a key role in executing on strategic initiatives from a data, automation, risk focused and client excellence lens.
  • Build and maintain effective working relationships with key stakeholders in Custody Operations, and across Client Service Delivery, Global Operational Teams, Product, and other Platforms.
  • Lead and participates in internal activities and initiatives designed to improve the client experience.
To be successful in this role, we're seeking the following:
  • Someone who thrives in an environment with frequent change and has experience in understanding and driving change from a process, technology, and organizational perspective.
  • An experienced people manager with the ability to quickly build trust and rapport with direct reports and other colleagues.
  • Proven success in managing a client service team, working to short deadlines, and meeting client demands.
  • The ability to understand and simplify complex processes.
  • A minimum experience of 5 years managing people.
  • Prior Client Services Manager and Global Markets experience is mandatory
  • Extensive knowledge of asset servicing with a strong preference for candidates with Corporate Action and Income experience
At BNY, our culture speaks for itself. Here's a few of our awards:
  • America's Most Innovative Companies, Fortune, 2024
  • World's Most Admired Companies, Fortune 2024
  • Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024
  • Best Places to Work for Disability Inclusion, Disability: IN - 100% score, 2023-2024
  • Most Just Companies", Just Capital and CNBC, 2024
  • Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
  • Bloomberg's Gender Equality Index (GEI), 2023
Our Benefits and Rewards:

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

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