Quality Management - IC3 Under minimal direction, analyzes and monitors client quality results across the firm and provides accountability and transparency with relevant supporting metrics and information to applicable business partners such as client service, operational teams, relationship support, and senior management. Consults with internal and external clients on how to improve the experiences of firm systems/ products/ platforms. Analyzes Voice of Client (VOC), market and other types of business date in order to determine areas for improving our client experiences. Provides guidance on the analysis of client service quality, reports on findings, and works with relevant teams to address findings and improve service and client experiences. Oversees the collection of data from market research, Voice of Client (VOC) research, and statistical analysis and utilizes more complex analysis tools in order to inform decisions around policies and practices that improve client experiences. Creates guidelines for client facing employees regarding client interactions and best practices in order to improve client experience. May be cross functional. Establishes engagement requirements and desired outcomes/deliverables for third party data providers/vendors. Collects and reports on vendor performance and participates in vendor selection process. No direct reports. Provides guidance to less experienced colleagues as needed. Takes lead on smaller sized quality projects and initiatives. Generally has responsibility for client experience and the delivery of inputs to improving policies and procedures associated with quality improvement. Provides guidance and input to decisions made throughout the Quality Management team.
Qualifications Bachelors degree or the equivalent combination of education and experience is required. Advanced/graduate degree preferred. 5-7 years of total work experience preferred. Experience in client services within the securities or financial services industry preferred.
BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.
Primary Location: United States-New York-New York
Internal Jobcode: 70296
Organization: CSD MO Quality Mgmt-HR16484
Requisition Number: 1710483