Overview
Our Team
Technology Services Group (TSG) keeps BNY Mellon's technology running and defines and executes the firm's technology strategy, positioning us for tomorrow. From the computers and collaboration tools of our employees to modernized infrastructure platforms and core services, we ensure that the firm's systems are running optimally while enabling business innovation and productivity. We also oversee BNY Mellon's architecture and data, guiding the firm through technology changes necessary to execute business strategies.
As part of TSG, Architecture and Engineering - Develops, rationalizes and secures target-state architecture across BNY Mellon technology with next-generation engineering solutions focused on risk, resiliency and compliance. By validating architecture and engineering principles and best practices we guide the firm through the technology changes necessary to execute business strategies.
Data and Analytics Solutions (D&A) 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. D&A combines the expertise and resources of the Eagle product suite (data management, accounting, and performance) and Intermediary Analytics sales and distribution data. The offering also includes a suite of new cloud-based products 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.
TSG D&A Client and Technology Operations is a collection of small teams across the globe providing application support for all of the Data and Analytics products and services as well as supporting the technology operations of all clients hosted on our BNYM private cloud at Eagle ACCESS. The team currently has about 50 dedicated members collaborating across to the globe to support more than 150 global clients.
The Role
The Client Operations Manager (COM) acts as the daily interaction point with our clients for the Global Support and Service (GSS) division of Data & Analytics Solutions (D&A). You will interact directly with our clients to help facilitate and support our client usage of the D&A products. We are responsible for providing a high level of client service and advocating on behalf of our clients within the D&A organization to ensure issues are resolved in a timely and efficient manner. You will have a solid understanding of the D&A products as well as in-depth knowledge of our client's operational usage of these products.
Key Responsibilities:
- Use product, technical, and client specific knowledge to effectively resolve client issues in a timely manner
- Coordinate investigation and response by the team for issues requiring escalation to L2 and L3. 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 (Knowledge Based(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), Infrastructure Engineering, Product Management, OMNI Digital Services (ODS), etc.)
- Maintain regular communication with client for open issues
- 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
Bachelor's degree in computer science or a related discipline, or equivalent work experience required; advanced degree is beneficial.6-8 years of diverse experience in information technology required; experience in the securities or financial services industry is a plus.
BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans. 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.
Contributes to the achievement of related teams' objectives
MODIFIED BASED UPON LOCAL REGULATIONS/REQUIREMENTS
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