Sr. Client Operations Manager

BNY Mellon Corporation
Wellesley, MA
25 Nov 2024

Vacancy expired!

Overview Position: Sr. Client Operations Manager BNY Mellon Data and Analytics Solutions is a public- and private-cloud-based software and content offering that builds client-centric data, technology, and content capabilities. Operating with the skill and agility of a fintech, Data and Analytics Solutions combines the expertise and resources of the Eagle product suite, Intermediary Analytics, and other BNY Mellon technology and data assets. Moreover, the division further extends BNY Mellon-s Asset Servicing capabilities in securities and cash into the world-s most important asset class, data. Data and Analytics Solutions helps firms to analyze their data from different vantage points and transform it into actions that can achieve higher alpha and cheaper beta, with lower costs and less risk. Offering an ecosystem of proprietary and third-party business applications, Data and Analytics Solutions helps firms manage their core investment processes and beyond. The

Sr.

Client Operations Manager is the champion for our clients. In this vital senior role, the COM acts as the daily interaction point to our clients for the Global Support and Service (GSS) organization. The 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.

Responsibilities Specific job responsibilities may include but are not limited to the following:
  • Exceed client expectations by using senior-level product, technical and client expertise to effectively solve client issues in a timely manner
  • Coordinate investigation and response by the team for issues requiring Knowledge Team investigation and collaboration. 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 Data and Analytics 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 as well as leadership in other Data and Analytics areas (Research &Development (R&D), Eagle Managed Services (EMS), Instrument Engineering, Product Management, OMNI Digital Services (ODS), etc)
  • Maintain daily communication with client
  • Proactively identify opportunities to increase client satisfaction and overall value of Data and Analytics suite (training, new projects, sales opportunities, etc)
  • Participate in on-call rotation to help manage critical client issues reported outside of normal business hours, includes both weekdays and weekends (Expected participation is approximately 2 weeks per calendar year)
  • 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
Maintains and supports moderately complex applications and their operating environments. Performs complex troubleshooting as a subject matter expert in one or more applications. Works to ensure appropriate monitoring and alerting setup. Leads root cause analysis and problem management for complex problems to address underlying technical issues. Collaborates with business and application development stakeholders. Lead production readiness reviews for new releases and validate the supportability of changes prior to introduction into production. Monitors changes to applications and their operating environment. Analyzes any complex issues. Recommends technical solutions on application problems. Reviews and develops updates of contingency documentation and processes. Performs periodic tests of disaster recovery processes. Reviews and analyzes product migrations through all systems environments. May review and execute Change Management scripts. Leads major incident management calls for resolution of high priority incidents. May mentor or provide guidance for junior team members. Contributes to the achievement of area objectives MODIFIED BASED UPON LOCAL REGULATIONS/REQUIREMENTS Bachelor's degree in computer science or a related discipline, or equivalent work experience required; advanced degree is beneficial 8-10 years of diverse experience in multiple areas of information technology required; experience in the securities or financial services industry is a plus. The ideal candidate will possess some or all of the following traits:
  • Excellent communication skills
  • Self-motivator with a strong work ethic, initiative, critical and strategic problem- solving skills
  • Detail-oriented with strong organization skills
  • Must be able to quickly gather and analyze data
  • Excellent multi-tasking skills with the ability to thrive in a dynamic working environment
  • Collaborative interpersonal skills; ability to effectively lead, delegate, coach, and work within teams
  • Proven ability to build strong relationships, both with colleagues and with internal and external clients
  • Expertise in the investment management industry
  • Significant experience using Data and Analytics products is preferred
  • Flexibility to support Market hours and do some after-hours work when necessary