Senior Analyst, Client Service

The Bank Of New York Mellon ,
Manchester, Greater Manchester
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Overview

Job Description

Team Overview: The Corporate Actions Department is responsible for the notification and processing of corporate events. A corporate event is any event that can occur on a security, influencing its description, value or characteristics and affecting the portfolio of our clients. The primary responsibility of a Corporate Actions Client Contact in the CA Contact team is to ensure that any questions from our clients linked to the lifecycle of a corporate action event are responded to in a timely fashion. Any risk generated from a client's enquiry should be identified and escalated to the Client Contact Corporate Actions Team Leader, providing him/her with a summary of the issue and the investigation done. Responsibilities: 1. Business as usual: Ensure queries are logged and acknowledged/responded to within 24h, provide thorough investigation, especially in case of sensitive / risky items, and follow-up on pending queries with operations especially in case of aged items . 2. Escalation: Ensure any potential risk is raised to Client Contact Corporate Actions Team Leader, providing a summary of the issue and the investigation done and work closely together with the Client Contact Corporate Actions Team Leader on resolution. In addition, ensure aged items are escalated, if required. 3. Team evolution: Coaching the newcomers and provide regular feedback to the Client Contact Corporate Actions Team Leader. In addition, share any important information with the team (event specific, system related, client related) to develop the team and increase its efficiency. 4. Communication: Develop a good relationship with internal and external parties (within all GCE processing sites and those external departments for which we regularly engage with and with our clients). 5. Risk: Ensure that any risk is spotted, reacted to in a timely manner, and escalated to the Client Contact Corporate Actions Team Leader if required. 6. Process improvement/enhancement: Through the handling of the daily queries that deal with the full lifecycle of a corporate action event, be able to spot any potential processes that could be improved or further enhanced. Business Expertise: Basic understanding of how own area integrates within the sub-function. Corporate events announced in the market have an immediate impact on the client's portfolio. The Corporate Actions Client Contact is expected to interact with various other internal departments (e.g. to Trade Capture, Settlement, the Foreign Exchange Trading Desk and back-office, Liquidity, the Client Services Department, Global Network Management, ...), as well as working with various external parties (sub- and third party custodians, lending brokers, clients) to ensure a timely, accurate and proper response is provided to the clients' queries. The Corporate Actions Client Contact is expected to understand how these different parties interact with the Corporate Actions department and react appropriately when noticing issues/risks. The Corporate Actions Client Contact is also expected to have an important understanding of the nature and purpose of the corporate events and how they affect the client's investment decisions and portfolio in order to assess the risk associated with the aforementioned events. Problem Solving: The Corporate Actions Contact Team is involved in the full lifecycle of a corporate action, from the notifications sent out to the client to the actual reflection of a corporate action entitlement on the client's account. In addition, they have insight on the impact of a corporate event on the client's portfolio. Having this full insight on a corporate event, as well as being aware of any concerns/sensitivities from the client, the Corporate Actions Client Contacts must be able to bring the two together, investigate the question raised by the client and present a solution/result of investigation to the client within a short deadline. Given the complexity of the events, the different markets involved as well as the variety of different questions raised by the client (from questions on notifications, set-up of the events, to claims and rejected instructions), on top of the potential cash exposure, this impact analysis and solution identification must happen quickly, accurately and in pressurized circumstances. The Corporate Actions Client Contacts must be able to escalate issues to the Client Contact Corporate Actions Team Leader, ensuring accurate and concise reporting, providing the potential solutions and a thorough impact analysis. Nature & Area of Impact: Direct impact by ensuring the quality of the task/services/information provided by self and others. Restricted to area (usually part of a sub-function/function). The Corporate Actions Contact Team is centralizing the queries and questions raised by Clients and Client Services Representatives/Relationship Managers within that specific time zone (EMEA/APAC/Americas). The team is therefore the face of the department and, due to this s

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