Job Description
Manager, Shareholder Services Bring your ideas. Make history.BNY Mellon offers an exciting of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the “bank of banks” - 97% of the world’s top banks work with us as we lead and serve our customers into the new era of digital.With over 238 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we’re approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.We’re seeking a future team member for the role of Manager, Shareholder Services to join our UKTA Investor Services team. This role is located in Edinburgh, Midlothian, United Kingdom Shareholder Services - M1Manages a team of staff within a single business unit and may manage a group of clients within the service delivery function. Primary focus is on ensuring there are enough staff of the appropriate skill level available to meet daily call and email demands. In this role, you’ll make an impact in the following ways:Provides feedback, coaching and support to improve the teams performance.Handles inquiries and issues that fall outside the teams usual call or email cadence.Is becoming more familiar with the financial regulatory environment. NOTE: This level may only be necessary in large departments/units.Works directly with staff to confirm they have the tools needed to do their job and with the Master Console/Resource Manager to report on workflow, forecast inquiry volume, staff the correct number and skill level of agents and ensure agents are following their schedules and makes adjustments as needed.Monitors workflow, checks and balances and the QC process, and walks the floor to provide support to agents on the phones.Shifts resources as needed or when shorthanded in order to maintain optimal service for shareholders and updates agents on workflows, policy and procedure changes. Is proficient in policies, procedures and daily functioning of the unit.Receives inquiries and issues escalated by agents. Inquiries fall outside the usual call or email cadence.Provides shareholders with exceptional service by thoughtfully problem solving while following approved policies and procedures.Takes on a portion of call and email volume during peak periods to ease workloads.Provides monthly feedback to the agents during the preformation management objective. Pulls and reviews calls handled by staff to ensure compliance with policies and procedures. Addresses errors with staff and escalates recurring issues as needed.Focus is on continuously improving both staff and the processes they undertake. Mayhelp to develop and implement new workflow approaches and assist with process enhancements Focuses on staffs achievement of client-specific goals and needs. Manages a small team of staff. Responsible for the achievement of team goals in alignment with unit objectives, talent management and supervision of staff. To be successful in this role, we’re seeking the following:Previous experience in a Financial Services or Legal background.Excellent leadership skills, ability to lead dynamic team.Ability to quickly address issues – strong decision making and uses own initiative to resolve problems.Strong Financial Services technical skills.Effective interpersonal, oral and written communication skills.Excellent analytical, organisational and time management skills with the ability to meet tight deadlines.Proficiency in using Microsoft packages particularly Excel.Intuitive and logical work ethic. At BNY Mellon, our inclusive culture speaks for itself. Here’s a few of our awards:Fortune World’s Most Admired Companies & Top 20 for Diversity and InclusionBloomberg’s Gender Equality Index (GEI)Best Places to Work for Disability Inclusion, Disability: IN – 100% score100 Best Workplaces for Innovators, Fast CompanyHuman Rights Campaign Foundation, 100% score Corporate Equality IndexCDP’s Climate Change ‘A List’ Our Benefits:BNY Mellon 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 that can support you and your family through moments that matter.BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.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.