Senior Specialist, Client Operations Representative

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.

We’re seeking a future team member for the role of Client Operations Representative, Senior Specialist to join our Global Collateral Operations team. This role is located in Manchester, UK.

In this role, you’ll make an impact in the following ways:

• Work with external clients to resolve complex day-to-day issues and direct them to appropriate resources at BNY.
• Support clients in addressing and resolving complex operational and technical issues, ensuring requests are executed.
• Support team effectiveness through knowledge sharing and, at times, guidance to less experienced colleagues.
• Apply advanced problem-solving skills, judgment, and experience to analyze information and deliver high-quality service to a specialized client base.
• Provide clients with information related to BNY’s products and services across multiple lines of business and geographies, leveraging an in-depth understanding of broader BNY services and offerings.
• Use communication skills to deliver high quality service to a specialized client base by handling external client queries (phone and email) related to securities settlement / payments / collateral optimization.
• Escalate non-routine or complex issues to a more senior level.
• Maintain client relationships and perform regular service call reviews to increase efficiency and foster a cooperative relationship with our clients.
• Understand credit exposure and communicate clearly on failing items.
• Develop and maintain internal procedures.
• Perform analysis on behalf of clients and internal stakeholders.
• Ensure client activity and account setups are optimal, collaborate internally to improve future product offering.
• Update/develop KRI/KPI’s to monitor client activity and suggest improvements based on these indicators.
• Occasional weekend work required.

To be successful in this role, we’re seeking the following:

• Bachelor’s degree or the equivalent combination of education and experience.
• Extensive work experience preferred.
• Experience in an operational area and/or client services preferred and ideally relevant collateral management experience.
• Strong AI and digital tools capability; light coding experience is a plus.
• Experience in driving change.
• Proven ability to identify innovative solutions and new opportunities using the latest technology.
• Strong communication and problem-solving skills.
• Ability to work independently and collaboratively within a team environment.
• No direct people leadership responsibility.
• Ability to thrive in a fast-moving, dynamic environment and to handle and prioritize multiplicity of tasks during the day and at certain points in the day as well as continuously able to learn.

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.