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The Client Services Manager has primary responsibility for the management of a portfolio of the complex Corporate Trust clients/accounts and serves as the day-to-day contact for the assigned clients/accounts.
As the primary account representative, the CSM is responsible for servicing the overall client relationship within the assigned portfolio. This shall include the day to day oversight of the assigned accounts, the coordination of services for assigned clients, the monitoring of contractual obligations for these accounts and administering debt issuance including various complex financing structures and services related to assigned corporate trust products.
The CSM will also play a role with the Relationship Manager and Sales group in retentive marketing efforts for securing additional business opportunities with clients, law firms, investment bankers and other intermediaries and industry professionals. Additionally, the CSM will manage the relationships of assigned products, with the Portfolio Manager, Underwriter, Rating Agency, Accountants, Investors and Insurers) and active participation on products and services delivered.
This role is responsible for addressing client issues proactively, efficiently and to the satisfaction of the client(s).
The role includes:
1. Service delivery expertise 2. Servicing of client inquiries, escalation of client issues, conducting annual client reviews from a service delivery perspective. 3. The monitoring and administration of client service issues including SLA's, governing document guidelines and/or indenture guidelines, processing activities, overdrafts, and cash balances. 4. Reporting and other activities including specialized client reporting, interfacing with Compliance, Audit, Risk and Legal, as well as to manage and respond to audit requests.
The CSM will work in close communication and collaboration with the Business Managers, Client Administration, Client and Business Development, TMG as well as Business and Product Management to ensure the delivery of service excellence to our clients.
Key Roles & Responsibilities:
Transaction Administration and Control
a) Thoroughly review new transaction documents related to the most complex Corporate Trust accounts, clients and/or relationships to ensure that transaction can be supported within current operating model. Understand the administration requirements, b) be aware of and continually review provisions of governing documents, amendments and supplements and market impacting items, elevate to Guarded/Default status as necessary, c) perform and/or oversee all account administration activities d) manage and oversee client inquiries, resolve situations independently and smoothly as they occur, escalate promptly where appropriate, e) participate in compliance reviews as required, f) minimize exceptions related to: audit, compliance, client complaints, overdrafts, failed trades, un-invested balances, report quality and timeliness etc. g) monitor and minimize outstanding fee receivables for portfolio of accounts.
a) Work with Global Service Delivery and other groups within Global Client Solutions and related parties to monitor/control tickler compliance of assigned accounts, b) act as senior escalation point for the deal-related client/ counter party contacts
Deal-level Relationship Management and Assisting in cross-selling
a) Complete accountability for all service level aspects of the assigned client relationships for the deals that are administered, b)ensure that clients receive an excellent service through regular client service review calls and client scorecards, c)assist in the bid preparation process and analysis of retentive bids with existing clients where beneficial, assist in the identification and execution of cross-sell opportunities working in close consultation with CT Sales, CT Relationship Management and BNYM Client Executives, d) develop and maintain strong working relationships with other industry participants as applicable for assigned deal portfolio - e.g. law firms, financial advisors, investment bankers, etc.
Thebusiness knowledge for this role requires a high level of specific product(s)expertise and client awareness. A strong degree of knowledge is required inunderstanding process flows and business process to appropriately service theclients. The incumbent must also be able to work effectively with clients,industry experts and regulators to translate issues and develop appropriatesolutions by working collaboratively with internal stakeholders to ensureseamless client service. Strong understanding of not only the Trustee aspectsof transactions, but also business and procedural aspects, as well as riskmanagement, compliance and audit concerns.
Incumbentmust be able to solve complex client problems facing off against very large andmulti-dimensional clients. Incumbent must be able to develop, implement and usedifferent ideas and management styles in a very fast moving environment withmulti-time zone challenges.
Interaction/ Interpersonal Skills
Thisposition could require making presentations and having the interactions to theSenior stakeholders. This role requires solid negotiation skills, businessacumen, ability to have a global perspective with very large global clients, beseen as a trusted partner internally and equally important externally, strongcollaboration, excellent influencer skills, ability to manage multiplepriorities, and strong analytical thinking.
BNY Mellon is an Equal Employment Opportunity Employer. Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.