BNY
Specialist, Client Operations Representative II
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Specialist, Client Operations Representative II
Client Operations Representative (Global Collateral Operations) – Manchester, UK
ABOUT US
At BNY Mellon, our culture fuels growth, innovation, and success. As a leading global financial services company shaping nearly 20% of the world’s investible assets, we leverage cutting-edge AI and technology to deliver innovative solutions for clients, redefine industries, and empower communities. Join us and be part of something remarkable.
ABOUT THE ROLE
We’re seeking a Client Operations Representative to join our Global Collateral Operations team based in Manchester, UK.
In this role, you’ll play a critical part in delivering exceptional client service and driving efficiency across key functions:
- Work with external clients to resolve complex operational and technical issues, ensuring seamless resolution and escalating to senior levels when needed.
- Collaborate with clients in optimizing collateral, securities settlement, and payments—providing insight into BNY’s products and services across multiple business lines and regions.
- Leverage advanced problem-solving skills to deliver high-quality service and ensure client needs are met holistically.
- Escalate non-routine issues to senior teams while maintaining strong client relationships through proactive communication.
- Assess and improve client activity and account setups, collaborating with internal stakeholders to fine-tune future service offerings.
- Develop and refine KRI/KPIs to track client performance, driving continuous improvement across BNY’s operational landscape.
- Occasional weekend work may be required to support business continuity.
RESPONSIBILITIES
Client Engagement & Support
- Resolve complex daily operational and technical issues for clients while advocating for resource allocation within BNY.
- Provide end-to-end support for securities settlement, payments, and collateral optimization, ensuring requests are executed efficiently.
- Act as a trusted advisor by leveraging deep knowledge of BNY’s portfolio (products, services, and geographies).
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Problem-Solving & Efficiency Improvement
- Apply ethical judgment and technical expertise to analyze data and suggest optimizations that enhance client satisfaction.
- Escalate high-complexity issues effectively, ensuring prompts escalation to senior leadership.
- Deconstruct and communicate credit exposure and risk clearly to both internal and external stakeholders.
Operational Excellence
- Develop, maintain, and refine internal procedures to improve workflows.
- Monitor client activity through KRIs/KPIs and propose actionable improvements.
- Work closely with banks, corporations, and custodians to fine-tune client onboarding and account setup optimization.
Collaboration & Continuous Learning
- Foster collaborative relationships with clients through regular service reviews aimed at improving processes and interactions.
- Stay agile in a fast-paced environment, managing multiple priorities while embracing ongoing professional growth.
CORE COMPETENCIES
To thrive in this high-impact role, we seek candidates with:
- A Bachelor’s degree (or equivalent experience), though experience often trumps formal qualifications.
- Significant industry experience, particularly in client services or operations.
- Familiarity with operational workflows in financial services.
- Advanced AI/digital proficiency, with an understanding of dimensional data/tech tools as a plus.
- Proven analytical and innovative thinking—driving creative solutions at scale.
- Exceptional communication skills (written and verbal), with an ability to build trust with clients of all types.
- Strong stakeholder management ability, thriving both as an independent contributor and within a cross-functional team.
- Emotional resilience for a dynamic environment—mixing technical rigor with client empathy.
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WIDER ORGANIZATIONAL CONTEXT
We’re proud to be a globally admired firm, recognized for:
- Being ranked among Fortune’s Most Innovative Companies (2025).
- Top spot on Fortune’s "World’s Most Admired" list (2025).
- Leading in purpose-driven leadership by earning "Most Just Companies" distinctions (2025).
COMPENSATION & BENEFITS
At BNY Mellon, we reward excellence with a pay-for-performance culture paired with a broad spectrum of wellnes-centric benefits:
- Flexible global resources designed to support your whole life.
- Prescribed and voluntary healthcare plans to support mental and physical resilience.
- Generous paid leaves, including charitable volunteer hours, to align with key personal/family moments.
BNY Mellon is committed to fostering diversity and equality. We are an Equal Employment Opportunity/Affirmative Action Employer, actively seeking to expand opportunities for underrepresented racial/ethnic groups, women, individuals with disabilities, and veterans.
Learn more at our BNY Newsroom or LinkedIn.
READY TO DRIVE IMPACT?
If you share our vision of redefining finance through technology and service, we’d love to have you on our team. For more information, connect with our Talent Acquisition team.
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