Director, Operations Group Manager

Director, Client Service Manager

Location: Manchester, UK.

Key Responsibilities

• Manage multiple client service teams responsible for providing quality support to clients with transactions and resolving operational issues on a daily basis.
• Maintain familiarity with industry best practices and seek opportunities to implement as appropriate.
• Set policies and procedures for teams managed and contribute to the development of strategic initiatives designed to improve the overall client service experience and enhance team productivity and quality.
• Resolve highly complex or non-routine issues or inquiries from senior-level or key individuals at clients, as needed.
• Maintain relationships with business leaders to report client trends and needs, providing forward looking insight on client issues and trends to drive future revenue growth.
• Provide strategic guidance on internal activities and initiatives designed to improve the client experience, determining needed improvements through review and analysis of reported problems.
• Recruit, lead, motivate, and develop staff, maximizing their individual contribution, professional growth, and ability to function effectively as a team.
• Manage multiple client service/support teams supporting multiple, complex client accounts.
• Responsible for the achievement of multiple team goals and objectives, talent management, and supervision of team members.

Qualifications

• Bachelor's degree or the equivalent combination of education and experience is required; MBA preferred.
• People management experience preferred.
• Experience in an operational area and/or client services preferred.

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.

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