Senior Specialist, Client Service

BNY Mellon; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Service Manager to oversee a customized service model for investment management clients. This pivotal role involves managing software and functional changes while ensuring client satisfaction and effective communication. The ideal candidate will possess strong organizational, technical, and leadership skills, along with extensive experience in client relationship management. Join a forward-thinking company that values diversity and empowers its employees to excel in a supportive environment. If you are passionate about delivering exceptional service and driving client success, this opportunity is perfect for you.

Benefits

Family-friendly policies

Inclusive employment policies

Employee forums

Qualifications

• 10-12 years of experience in client services or operational areas preferred.
• Strong organizational, communication, and leadership skills are essential.

Responsibilities

• Manage delivery of customized service model and client satisfaction.
• Facilitate internal communications and manage client meetings.

Skills

Organizational Skills

Communication Skills

Technical Skills

Leadership Skills

Problem Identification

Problem Resolution

Time Management

Client Relationship Management

Education

Bachelor's Degree

Tools

Eagle Performance Measurement Software

Microsoft Office

Job description

The Service Manager role is responsible for managing the delivery of a customized service model which includes data management, performance measurement and reporting functions provided to our investment management, insurance and pension client base. The role will serve as the primary point of contact for questions regarding the delivery of the managed service model, by managing software changes and supporting functional changes to the model in accordance with the changing business needs of the client. Understanding the client’s business model and how it relates to the services provided is paramount. Strong organizational, communications, technical and leadership skills are highly valued in this position.

Responsibilities:

• Overall delivery of customized service model
• Facilitation of internal communications with operations, business analysis and technical resources to deliver functionality through Eagle tools and operational workflows
• Manage regular client meetings (in person and remotely)
• Serve as point of escalation for performance calculation issues raised internally, or by the client
• Oversight and communication of issue management and resolution
• Seamless interactions and integration with technology and relationship management
• Identifying and communicating new service opportunities that benefit the client

Client Relationship Management Experience:

• Responsible for understanding clients’ overall business model and purpose
• Responsible for client satisfaction and delivery of the overall service model
• Support the identification and cultivation of expanded business potential with existing clients through regular client interaction/visits
• Ability to lead and work collaboratively in a team environment
• Ability to effectively respond to client issues and manage communications through conference calls, email and on-site meetings
• Proven ability to multi-task, prioritize and meet deadlines
• Exhibited skills in problem identification and problem resolution
• Effective time management and organizational skills
• Effective with Microsoft Office products

Performance Measurement Experience:

• Experience with Eagle performance measurement software preferred
• Identification of performance errors and management of issue resolution
• Collaboration with upstream sources (e.g. accounting, index vendors) to identify and remediate issues
• Attention to detail and accuracy
• Daily and monthly performance calculation experience
• Understanding methodology differences
• Contribution to return, risk / return statistics
• Benchmark comparison, custom benchmarks
• Performance attribution
• CIPM (Certificate in Investment Performance Measurement) preferred

Qualifications:

• Bachelors degree or the equivalent combination of education and experience is required.
• 10-12 years of total work experience preferred.
• Experience in an operational area and/or client services preferred.

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.

About the company

The Bank of New York Mellon Corporation, commonly known as BNY Mellon, is an American investment banking services holding company headquartered in New York City.