Job Description

:Senior Associate, Fund AdministrationAt BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the worlds financial system we touch nearly 20% of the worlds investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.Were seeking a future team member for the role of Senior Associate, Fund Administration to join our US Call Center team. This role is located in Pune, MH -HYBRID.In this role, youll make an impact in the following ways:As a Lead, you are expected to achieve success by leading yourself, your team, and the business. Specifically, you will:Lead your team with integrity and create an environment where your employees feel included, valued, and supported to do work that energizes them.Accomplish management responsibilities which include sourcing and hiring talented employees, providing ongoing coaching and feedback, recognizing, and developing employees, identifying and managing risks, and completing daily management tasks.Performs transfer agency operations services on behalf of clients focused on the call center operations.Hiring, training, coaching, and leading call center representatives as they provide support for customers.Manages team handling incoming shareholder and advisor inquiries and focused on providing high quality customer service.Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.Manages relationships with assigned clients and ensures all questions are answered and issues with inquiries, fund transactions, and research items.Manages processes and oversees a team to ensure that new client onboarding is successful and scripting and procedures are maintained in accordance with departmental policies and protocols.Ensures team adheres to quality standards. Analyzes trends and implements processes to improve team performance. Responsible for the effective leadership and development of team members.Recruits, directs, motivates, and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team. Manages a small transfer agency operations team. Contributes to the achievement of team objectives.Ability to facilitate and lead meetings to reach conclusions, identify tasks, record actions, and achieve resultsExcellent problem solving, leadership, and customer service skills.Analytical, efficient, and thorough.To be successful in this role, were seeking the following:Bachelor's degree or the equivalent combination of education and experience is required.8+ years of total work experience in a Call Center environment with atleast 2 years as a Team Lead of a Call Center process.Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.Knowledge of management principles and familiarity with company products, services, and policies.Strong coaching and leadership skills, ability to motivate employees.Decisiveness and attention to detail.Proficiency with the necessary technology, including computers, software applications, phone systems, etc.Experience in Transfer Agency preferred.At BNY, our culture speaks for itself. Heres a few of our awards:Americas Most Innovative Companies, Fortune, 2024Worlds Most Admired Companies, Fortune 2024Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024, Disability: IN - 100% score, 2023-2024Most Just Companies, Just Capital and CNBC, 2024Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024Bloombergs Gender Equality Index (GEI), 2023Our Benefits and Rewards:BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your lifes journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans.Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

BNY Mellon