Analyst, Shareholder Services

Overview

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 BNY Mellon entities in the areas of fund accounting and investment operations.

Team description:

The Shareholder Services team respond to requests and queries from mutual clients which are received via phone, email, or written postal enquiry. Escalate errors as and when appropriate. The team are responsible for maintaining and ensuring that we meet our agreed KPIs with our clients. We are responsible for providing a fast, efficient, accurate service with a limited number of handoffs to ensure the shareholder needs are met and aligned with Client expectations and regulatory requirements.

Senior Representative, Shareholder Services is responsible for:

• Respond to client queries via telephone, email, written enquiry or web chat in an efficient and professional manner.

• Maintain data in the TA platforms/systems.

• Prepare reporting to Clients and investors through the appropriate and dedicated TA platform.

• Support the team manager with the team resourcing responsibility ensuring we have the correct level of cover across all activities which we look after moving people as appropriate.

• Dealing with escalations in the form of email queries which are received either from the client or internally to ensure they are acted upon in a timely manner.

• Supporting the less experienced members of the team with any queries which they may have.

• Conduct training with any new starts or any ongoing cross training which is required.

• Responsible for issuing the daily work plan to the team to ensure they know what tasks they are completing that day and what their priorities are.

• Act as an SME for any projects which involve the Poland client service centre.

• Be accountable for your actions.

• Reviewing team procedures as and when they come up for review.

• Take ownership for approving and writing up any breaches which are raised and logged against the Poland Client Service Centre.

• Be a role model to the rest of the team.

• Support the operation manager in the day to day running of the team.

• Run and manage the team in the absence of the operations manager.

Qualifications:

• 2-3 years of total work experience; experience in financial services preferred

• Strong Microsoft Office skills, with a focus on Excel.

• Superior oral and written communication skills.

• Excellent analytical, organizational and time management skills

• Ability to multi-task, manage multiple projects and meet deadlines.

• High level of accuracy and professionalism

• Fluent in written and spoken English is essential for this role.