Senior Associate, Shareholder Services

BNY Mellon; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global financial services company in Manchester seeks a Senior Associate - EMEA Training Lead to manage training for the EMEA Enterprise Contact Centre. Responsibilities include creating training programs, supporting staff development, and enhancing training tools with AI. Candidates should have strong client-facing experience and knowledge of financial services training methodologies. Competitive compensation and benefits offered.

Benefits

Highly competitive compensation

Flexible global resources

Generous paid leaves

Qualifications

• Direct client facing experience within a fast-paced environment.
• Ability to adapt training methods for various scenarios.
• Experience supporting staff with training and development needs.

Responsibilities

• Own and deliver training plans for new hires in the EMEA Enterprise Contact Centre.
• Create training certification programs.
• Monitor staff competency and provide additional training.
• Coordinate with Global ECC teams for best practices.
• Support client training on internal systems.

Skills

Direct client facing experience

Knowledge of training methodologies

Experience in financial services training

Work independently and collaboratively

Knowledge of Transfer Agency or Contact Centre

Job description

Overview

Senior Associate -EMEA Training Lead

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators and champions of inclusion, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.

We’re seeking a future team member for the role of EMEA Training Lead to join our EMEA Enterprise Contact Centre – Transfer Agency team. This role is located in Manchester, UK.

Responsibilities

• Own and deliver EMEA Enterprise Contact Centre (ECC) new hire training plans.
• Create and own EMEA ECC new hire and training certification programs and pathways.
• Alongside the ECC management team, support ongoing staff development planning and opportunities through targeted training
• Regularly monitor staff competency levels and supplement with additional training where required, in line with development plans
• Sample monitoring of the quality of calls and emails for all investor-facing staff.
• Be the point of contact with training peers across Global ECC teams and Transfer Agency (TA) Operations team to align best practice and knowledge sharing.
• Maintain your working knowledge of all products and procedures within TA and ECC
• Take accountability for your development and undertake training/ coaching identified to support delivery of high level of client service.
• Support and provide client training on internal systems where required.
• Align with our Digital Adoption partners to further enhance Artificial Intelligence (AI) support and training tools.

Qualifications

• Direct client facing experience within a fast-paced environment.
• Have knowledge of training methodologies and be able to adapt approach for different scenarios and learning preferences.
• Experience of supporting staff with both classroom and on-the-job training and development needs within financial services
• Comfort and experience in working independently and collaboratively in a global cross-functional team.
• Knowledge of Transfer Agency or Contact Centre is preferred.

Awards

• America’s Most Innovative Companies, Fortune, 2025
• World’s Most Admired Companies, Fortune 2025
• “Most Just Companies”, Just Capital and CNBC, 2025

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.