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About the Role

As a Specialist, Client Services on the Global Liquidity & Margin Services team, you will support clients through complex operational and technical issues, acting as a trusted day-to-day partner. You will help strengthen client confidence and retention by monitoring inquiries and resolving non-routine issues. This role also involves contributing to continuous improvement efforts and generating insights from client interactions to enhance service delivery and client satisfaction.

Responsibilities

Deliver a high-quality client experience by supporting clients through complex operational and technical issues, ensuring requests are handled accurately, efficiently, and with a strong sense of ownership.
Serve as a trusted day-to-day partner for clients by coordinating across Sales, Legal, Relationship Management, and Product & Technology to align client needs with BNY’s commercial strategy and drive successful service outcomes.
Help strengthen client confidence and retention by monitoring inquiries, resolving non-routine issues, and escalating critical matters appropriately to minimize disruption and maintain service excellence.
Contribute to continuous improvement efforts by participating in initiatives that enhance the overall client experience and improve team processes, responsiveness, and effectiveness.
Apply sound judgement and problem-solving skills to interpret client needs, provide clear guidance on BNY products and services, and support informed client decision-making.
Generate actionable insights from client interactions by identifying trends, recurring themes, and service gaps, helping the team improve delivery, address pain points proactively, and increase client satisfaction.

Requirements

Several years’ experience in a client service, operational, or relationship management role within a Prime Brokerage, Collateral Management, Custody, or Liquidity team.
A proven track record of client retention and satisfaction, with a strong focus on long-term relationship building and client service delivery.
The ability to articulate information clearly and simply to a variety of clients and internal stakeholders, with strong analytical and problem-solving skills.
Experience in an enhanced AI-enabled client service environment; familiarity with Power BI and ECRM would be an advantage.
A strong team player.
A bachelor’s degree, or the equivalent combination of education and experience, is required.

Skills

AI
Power BI
ECRM
Client Service
Operational Support
Relationship Management
Analytical Skills
Problem-Solving Skills

Location

London

Work Type

Full-time

Experience Level

Several years of experience

Education Level

Bachelor's degree or equivalent combination of education and experience

Benefits

Highly competitive compensation
Benefits and wellbeing programmes
Access to flexible global resources and tools
Generous paid leave
Paid volunteer time

About the Company

BNY is a leading global financial services company at the heart of the global financial system, influencing nearly 20% of the world’s investible assets.
The company's culture enables employees' growth and success.
BNY harnesses cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.
Recognised as a top destination for innovators and champions of inclusion, BNY is where bold ideas meet advanced technology and exceptional talent.
BNY powers the future of finance.

Equal Opportunity

BNY is an Equal Employment Opportunity/Affirmative Action Employer.
Underrepresented racial and ethnic groups, women, individuals with disabilities, and protected veterans are encouraged to apply.