Job Overview
Client Operations Representative – Global Collateral Operations team – Manchester, UK.
Responsibilities
- Work with external clients to resolve complex day-to-day issues and direct them to appropriate resources at BNY.
- Support clients in addressing and resolving complex operational and technical issues, ensuring requests are executed.
- Apply advanced problem-solving skills, judgment, and experience to analyze information and deliver high-quality service to a specialized client base.
- Provide clients with information related to BNY’s products and services across multiple lines of business and geographies, leveraging an in-depth understanding of broader BNY services and offerings.
- Use communication skills to deliver high-quality service to a specialized client base by handling external client queries (phone and email) related to securities settlement / payments / collateral optimization.
- Escalate non-routine or complex issues to a more senior level.
- Maintain client relationships and perform regular service call reviews to increase efficiency and foster a cooperative relationship with our clients.
- Understand credit exposure and communicate clearly on failing items.
- Develop and maintain internal procedures.
- Perform analysis on behalf of clients and internal stakeholders.
- Ensure client activity and account setups are optimal, collaborate internally to improve future product offering.
- Update/develop KRI/KPI’s to monitor client activity and suggest improvements based on these indicators.
- Occasional weekend work required.
Qualifications
- Bachelor’s degree or the equivalent combination of education and experience.
- Significant work experience preferred.
- Experience in an operational area and/or client services preferred.
- Strong AI and digital tools capability; light coding experience is a plus.
- Proven ability to identify innovative solutions and new opportunities using the latest technology.
- Strong communication and problem-solving skills.
- Ability to work independently and collaboratively within a team environment.
- No direct people leadership responsibility.
- Ability to thrive in a fast-moving, dynamic environment and to handle and prioritize multiplicity of tasks during the day and at certain points in the day as well as continuously able to learn.
Benefits
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.
Equal Employment Opportunity
BNY is an Equal Employment Opportunity/Affirmative Action Employer – Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.
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