Client Solutions Director

at  BNY Mellon

WHO WE ARE:

BNY has been a pioneer in the global capital markets for nearly 240 years, providing the world’s leading institutions the tools, capabilities, and services to be distinctive and redefining what it means to be the trusted financial services institution. BNY is a platform provider through which our clients build their businesses. Our differentiated model allows us to play a critical role as a central orchestrator in the global financial ecosystem.
In Securities Services, we power and connect our clients to a robust investment ecosystem that supports their business at every stage. A fifth of all global assets flow through our platform, and while we are most known for our more than $40 trillion in assets under custody and administration, we also have more than $40 trillion of assets on our Data & Analytics platform
In Wealth and Market Infrastructure, we are the backbone of our clients’ capital markets and payments capabilities, playing a core role in collateral management, markets, and treasury services and our Pershing business is the leading wealth technology provider. With $3.6 trillion in average tri-party collateral management balances, $2 trillion of global payments moved daily, and more than $2 trillion in Pershing global client assets, we deliver the critical platforms and services for institutional and corporate ecosystems to operate and thrive
In Investment and Wealth Management, we are a leading provider delivering expertise from our eight world-class investment firms and providing differentiated capabilities in wealth advice across investments, banking, custody, and wealth and estate planning. With $2.2 trillion in assets under management, we are the 7 th largest asset manager globally and 7 th largest private bank and trust company.
We bring together these broad solutions and deep expertise to bolster our clients’ success. We are reimagining financial ecosystems and placing data and open platforms at the heart of the transformation. In addition, BNY is a strategic partner to a variety of financial technology companies globally and a convener of influential industry and market structure forums. Join us as we define the next evolution of financial services and deliver on our mission to power individuals and institutions to succeed across the financial world.

WHAT WE DO:

BNY has the pre-eminent capital markets platform, integrating data, technology, and investment solutions – placing the Bank in a leading position to meet the evolving and complex needs of financial institutions. To build on this strong foundation and capture emerging opportunities, the Bank recently launched Growth Ventures. A new business that focuses specifically on identifying, developing, and executing break-out commercial opportunities that are adjacent to BNY’s strategic priorities, but ‘more-than-incremental’ to existing solutions.
Growth Ventures is the Bank’s platform for investing in and standing up new businesses. These businesses integrate existing capabilities into new commercial models, deliver new capabilities to market often through partnerships with clients and other industry stakeholders, and enter new markets in unique ways that benefit clients and the overall ecosystem. Growth Ventures also includes BNY’s market-leading software and data management business, with approximately $45 trillion in assets under data management and proprietary technology infrastructure that is a foundation for a broad suite of analytics, services, and solutions.
Growth Ventures is bringing to market Alts Bridge, a new business to deliver investment, software, and service solutions to the alternative investment ecosystem. The business leverages, connects, and enhances existing capabilities across BNY’s Investment Management, Wealth Management, Asset Servicing, Pershing, PershingX, and Data & Analytics offerings while also developing a number of new products and features to support a broad set of clients. In doing so, these solutions will deliver a one-of-a-kind integrated ecosystem and superior end-to-end client experience. The specific markets being targeted are measured in trillions of dollars and with revenue pools measured in billions – yet they are generally viewed as nascent and on the precipice of accelerating growth.

EMPLOYER DESCRIPTION:

For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the world’s financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It’s the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: bnymellon.com/careers.

This individual will coordinate across existing platform and product teams to design, execute, and oversee delivery of post-sale solutions, including onboarding and service, for Alts Bridge wealth intermediary clients.
Develop the model for and execute set-up of Alts Bridge wealth intermediary clients . Coordinate with business development, wealth custody, and wealth technology partners, as well as BNY platforms, to ensure a seamless and accelerated onboarding experience, including hand offs across teams, client engagement, and roll out/education. Coordinate onboarding programs and establish methods and protocols to deliver a seamless rollout of Alts Bridge to clients and with wealth technology and custody/clearing partners. As necessary, develop an implementation capability for Alts Bridge to rapidly scale up/down with client demand.
Develop the model for and oversee delivery of client service activities to Alts Bridge wealth intermediary clients, including investors, advisors, and the home office. Recognize the need to deliver service models across multiple types of inquiries, including but not limited to, transaction, account, investment product, and platform questions, and coordinate across other parties to ensure seamless delivery of service against those queries. Establish service level targets for both platform performance and inquiry responsiveness, and create consolidated reporting to measure performance against those targets and identify trends. Personally lean in to resolve complex service queries, and create mechanisms for feedback to other teams to improve platform design, development, and execution.
Systematically gather feedback from clients on platform performance and future expectations, particularly around user experience. Consolidate and share feedback to inform the product roadmap and design choices. Measure impact of enhancements and new features on leading commercial indicators (e.g., adoption, investment). Provide regular updates on platform enhancements to clients as part of a regular service delivery update.
The Director, as a key member of a small entrepreneurial team, will play a critical and broad role.
We are currently looking to fill this position at our global headquarters in Tribeca, New York
Candidate profile
The ideal candidate would have a passion for and track record in:
Being entrepreneurial and self-directed – operate as an owner
Being ambitious and driven to deliver market-changing innovations in an accelerated timeline
Being growth oriented yet pragmatic, able to balance a compelling vision with execution
Being a creative problem solver with grit – consistently finding ways to overcome limitations
Being detail oriented – understanding the nuances that can impact overall outcomes
Being a thoughtful communicator who can express complex ideas in simple, practical terms
Being goal oriented – with a clear and persistent vision and a tireless drive to over-deliver