Senior Specialist, Product Management
Senior Specialist, Product Management
BNY Mellon
Brussels, Belgium
Primary purpose of the role:
Working closely with Product, the Senior Specialist, helps to shape the future client experience and the future role of the client service team.
As our collateral platform shapes further and provides our combined U.S. and Global Collateral services out of one platform, the Senior Specialist’s key role is to improve the Client Experience. One key component is to develop a strategy to shape and form the Client Service Team to align with the Client Experience, and offer similar services across regions, legal entities and products as much as possible.
The Senior Specialist works closely with Product to develop this strategy and ensures that risk, regulations, and market conditions are accounted for throughout the life cycle of developed products/services. In addition analyses complex client requirements and develops solutions that may include more than one product. Must understand the economics behind products and demonstrate business acumen.
Primary Responsibilities:
- Assists the development, enhancement, and roll out of the strategy for client services. Manages relationship with Product, Operations, Technology, Risk, Compliance, Legal, etc. to ensure different requirements are met during the new product/service development, enhancement, delivery, strategy, and planning processes.
- Engages with Product, Client Service Teams, Sales & relationship Management, Systems managers in supporting and rolling out the strategy to enhance the client experience.
- Assists with technical training, demonstration and develops user guides for clients, client services, RM, Sales when rolling out new services and managing the stakeholders during the transition.
Leadership:
- No direct reports; provides guidance to less experienced colleagues as needed. Continues to lead and stay in touch with the existing client service offering.
Responsibilities:
- Serve as the day-to-day CCM service delivery escalation and problem resolution contact and client advocate between CCM, the CCM client base for the relevant CCM Collateral Management product consisting of some of the largest, most sophisticated and complex products (i.e. tri-party collateral and derivatives management etc.) and clients of CCM and BNY Mellon and other functional areas including but not limited to Market Data & Contract Management Services in order to ensure the attainment of all service requirements in accordance with agreed upon service standards, and CCM policies and procedures. Act as the first-level client advocate and coordinator with other functional departments and related BNYM entities that deliver services to each of the incumbent’s assigned clients while also balancing the interests and requirements of the firm. Assists in managing potential and actual client default situations as may be required.
- Assist in assuring internal policies and procedures and external regulations, often across multiple countries, are adhered to by implementing controls/procedures along with acting as management back up in their absence. Provide training and development to more junior CCM Administrators. Act as the first escalation point for administrators within one of the CCM collateral management service delivery teams. Monitor procedure effectiveness, report deficiencies and recommend enhancement solutions. Conduct analyses and research for internal reports as required. Uses good judgement to mitigate risk.
- While not a "reports-to" manager, provides daily oversight and guidance to staff and input to the team manager on staff performance. Serves as a role model for company values. At times performs actual service delivery functions.
- Under the guidance of CCM Team Manager may organize and lead autonomously regular Operational Service calls with operational managers of major CCM clients.
- Be fully familiar with all aspects of at least one complex CCM Collateral Management product and be able to interact independently with Credit, Risk, Product Management, IT and Relationship Management on the service delivery of the relevant product.
Qualifications: Education:
- Bachelor’s degree or the equivalent combination of education and experience is required. Advanced/graduate degree preferred. MBA or CFA preferred.
Experience/Skills:
- 7-10 years of total work experience preferred. Experience in Client Services, Operations, Client Management preferred.
