The Service Director (SD) is responsible for assisting in managing the day to day operations of a select group of global clients. This client base typically includes firms that are large multi-geography fund managers, global insurance companies, global banks and other like businesses. In this capacity the incumbent will closely monitor daily operational and system workflows to ensure proper service levels are maintained or exceeded. They will work with the Relationship Manager (RM) to ensure deployment of new business opportunities and will look for ongoing ways to continuously improve the relationship. Will work on client matters that need escalation due to the nature of the issue. The Service Director is responsible to traverse a broad base of global service teams to ensure clients are served exceptionally. They are expected to have an understanding of all products and services provided to a client. SD must work through multiple client issues at varying levels of complexity. Examples of the type of issues: they may manage include: billing inquiries, contract negotiations, and other documentation-related matters. They are fully engaged in all matters related to the client, from routine service issue escalation to new product roll-outs. In order to be effective in the execution of such a broad range of responsibilities, the SD must be integrated with all servicing teams providing products and services to the clients. In this manner, the SD would monitor that all of the global service teams are performing their daily activities effectively and that we are meeting our service commitments. They must effectively balance the dual goals of meeting service delivery commitments, while ensuring that the bank is in full compliance with all regulatory requirements. The SD will liaise with the RM other operational constituents with leading the client through the on boarding process. They will guide the client through the Business Acceptance process, which is designed to ensure that all internal constituents fully appreciate the client’s business requirements and that the appropriate controls and resources are in place around new business. They will partner with the Implementation teams to develop a highly customized process designed to successfully launch a multiple product business relationship. Key Responsibilities Client and internal-facing role charged with ensuring overall service quality, client satisfaction, and a consistent client experience working hand in hand with the RM and global service delivery. Demonstrates an understanding of all products and services provided to a client. Assists in developing the strategic direction for the client relationship. Highlights opportunities for improvement and recommends enhancements to the operating model. Works through multiple operational and administrative client issues at varying levels of complexity. Examples include billing inquiries, BAC documentation, assisting in contract negotiations, and other documentation-related matters. Monitors Service Delivery performance to ensure we are meeting service commitments (SLAs, Dashboards, etc.) and ensures extensive oversight of legal/compliance and risk responsibilities are accounted for. Partners with the sales organization at the onset of a potential or new relationship to understand the unique needs and requirements of the prospective client. Leads the client through the on-boarding process. Partners with the Implementation teams to develop a highly customized process designed to successfully launch a multiple product business relationship. Maintains full understanding of client business profile, including monitoring changes in structure, personnel, products and services, etc. to ensure client is in compliance with the company’s acceptable risk profile. Qualifications Bachelors degree or the equivalent combination of education and experience is required with an MBA preferred. 7-10 years of total work experience with at least 1-3 years of management 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. Primary Location: United States-New York-New York Internal Jobcode: 70099 Job: Asset Servicing Organization: AS Service Delivery-HR07864 Requisition Number: 2115467