Lead Analyst, Quality Management

Bring your ideas. Make history.
BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the “bank of banks” - 97% of the world’s top banks work with us as we lead and serve our customers into the new era of digital.

With over 238 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we’re approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.

We’re seeking a future team member for the role of Lead Analyst, Quality Management to join our Pershing team.

In this role, you’ll make an impact in the following ways:

• With guidance from senior professionals, analyzes and monitors client quality results across the firm and provides accountability and transparency with relevant supporting metrics and information to applicable business partners such as client service, operational teams, relationship support, and senior management.
• Consults with internal and external clients on how to improve quality and efficiency on firm systems/ products/ platforms.
• Understands Voice of Client (VOC) in order to discern best practices for improving client experience.
• Analyzes and monitors data/reports to assess client service quality across the business unit. Performs market research, Voice of Client (VOC) research, and statistical analysis. Reviews industry standards for client interactions and ensures the distribution and adherence to company best practices regarding the client experience. Reviews client quality data gathered and synthesized by third party data providers in order to determine the quality of the data provided and to address concerns with collection methods.

To be successful in this role, we’re seeking the following:

• Bachelor's Degree is preferred.
• Must have Expert level MS Excel skills
• At least three years of Data Reporting, Analytics and Client Service experience.
• No direct reports. Influences client interactions and experiences with assigned business unit. Work generally affects own team as well as other closely related work teams.

At BNY Mellon, our inclusive culture speaks for itself. Here’s a few of our awards:

• Fortune World’s Most Admired Companies & Top 20 for Diversity and Inclusion
• Bloomberg’s Gender Equality Index (GEI)
• Best Places to Work for Disability Inclusion , Disability: IN – 100% score
• 100 Best Workplaces for Innovators, Fast Company
• Human Rights Campaign Foundation, 100% score Corporate Equality Index
• CDP’s Climate Change ‘A List’

Our Benefits:

BNY Mellon 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 life’s 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 that can support you and your family through moments that matter.

BNY Mellon assesses market data to ensure a competitive compensation package for our employees. The base salary for this position is expected to be between $54,000 and $104,650 per year at the commencement of employment. However, base salary if hired will be determined on an individualized basis, including as to experience and market location, and is only part of the BNYM total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs.
This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation) at any time, including for reasons related to individual performance, change in geographic location, Company or individual department/team performance, and market factors.

BNY Mellon 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.