Who we are:
For over 235 years, Bank of New York Mellon (BNY Mellon) has been at the center of the global financial markets, providing the world’s leading institutions the tools, capabilities, and services to be distinctive investors. BNY Mellon has approximately $16.5 billion in revenues and a 23% return on tangible common equity.
BNY Mellon is a leader in the world of investment services and investment management, and our businesses support the full range of stakeholders of the financial system including:
- Managing the custody of approximately $37 trillion financial assets of the world’s leading institutional investors, hedge funds, sovereign wealth funds, and corporates
- Investing approximately $2 trillion as one of the largest global asset managers across a wide range of asset classes
- Providing collateral, liquidity, and funding for the world’s largest banks through our markets franchise
- Serving family offices and high net worth individuals through our wealth management franchise
- Providing a full suite of solutions to advisors, broker-dealers, family offices, hedge and '40 Act fund managers, registered investment advisor firms and wealth managers
- Advising large global corporations on a range of trust and other solutions
- Providing integrated managed data services to asset managers
What we do:
BNY Mellon powers individuals and institutions to succeed in the global economy providing investment management, investment services and wealth management. BNY Mellon is the corporate brand of The Bank of New York Mellon Corporation (NYSE: BK). With a dedicated business presence on six continents and in 35 countries, BNY Mellon delivers global scale at the local level. The Global Delivery Centre in Wroclaw is a growing location, predominately providing support services to our BNY Mellon Clients in the areas of fund accounting and investment operations.
The Client Operations team is responsible for providing premium level service and support to our varied list of clients across the globe that leverage the Eagle product suite. Members of this group effectively work directly with Client(s) and advocate on behalf of BNYM to resolve issues in a timely manner. The diverse responsibilities of this position provides team members the unique opportunity to showcase varying skill sets. Whether it's actively maintaining client relationships, testing accounting software functionality, managing critical incidents or providing knowledge transfer sessions to educate others, no two days are the same.
In this role you will be the main point of contact for both Operations and Technology groups ensuring the timely resolution of all client issues. You will be tasked with fully understanding operational workflows, having in-depth knowledge of business needs and providing solutions to various daily or monthly processing challenges.
The successful candidate will:
We are looking for people who:
- Have a curious and inquisitive approach to learning
- Welcome challenging situations and thrive under pressure
- Consider themselves natural problem solvers
- Have a healthy appetite for building out functional knowledge and expertise
- Find fulfilment and satisfaction from providing solutions to complex issues
- Think differently and apply creativity to their work
- Adapt quickly to changing priorities and don’t require set routines
- Can shift with ease between both independent work and active collaboration within a team
- Have a clear and professional communication style
Other responsibilities of this role include but are not limited to:
- Acknowledge, respond and provide timely updates on progress to client cases logged thru the Client Portal.
- Fully own escalated issues from inception to resolution to ensure resolution times meet client expectations.
- Contribute knowledge of client business practices to overall searchable knowledge base (KCS articles, test cases, etc.).
- Understand and contribute to the immediate, 3-month and long term projects, conversions and addition business objectives for the platforms/domains we support.
- Engage on P1 incidents with SMEs as they’re escalated to us during normal business hours.
- Proactively identify opportunities to increase client satisfaction and overall value of Eagle suite (training, new projects, sales opportunities, etc.).
- Provide oversight, heightened awareness around and support of the successful on-boarding of new BNY Mellon clients.
- Build experience and relationships thru active collaboration with Eagle Product SME groups.
- Amass product knowledge and functional understanding to conduct basic component testing across the entire product suite.
- Simplify root cause and present concise issue analysis results back to the business and/or technology teams.
- Assist with workaround deployments, best practice adoption and gaining operational efficiencies where possible.
- Provides regular communication to Product Owners so issue prioritization and business impact is clear and understood.
- Ability to understand and translate critical business issues to technology teams and relaying solutions back to operations.
Experience & Qualifications:
- BA in Finance, Accounting or IT, and 3-5 years of experience in investment management and/or the financial services industry.
- Self-motivator with a strong work ethic, initiative, critical and strategic problem-solving skills.
- Detail-oriented with strong organization skills and must be able to quickly gather and analyze data.
- Excellent multi-tasking skills with the ability to thrive in a dynamic working environment.
- Collaborative interpersonal skills, the ability to work within teams and a proven track record of building strong relationships.
- Flexibility to support market hours and do some after-hours work when necessary.
- Experience using Eagle products is preferred but not required.
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