Senior Associate

• Shareholder Services Lead

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators and champions of inclusion, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #Life AtBNY is all about. Join us and be part of something extraordinary.

We’re seeking a future team member for the role of EMEA Shareholder Services Lead to join our EMEA Enterprise Contact Centre – Transfer Agency team. This role is located in, Manchester, UK.

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

• Own and deliver EMEA Enterprise Contact Centre (ECC) new hire training plans.

• Create and own EMEA ECC new hire and training certification programs and pathways.

• Alongside the ECC management team, support ongoing staff development planning and opportunities through targeted training

• Regularly monitor staff competency levels and supplement with additional training where required, in line with development plans

• Sample monitoring of the quality of calls and emails for all investor-facing staff.

• Be the point of contact with training peers across Global ECC teams and Transfer Agency (TA) Operations team to align best practice and knowledge sharing.

• Maintain your working knowledge of all products and procedures within TA and ECC

• Take accountability for your development and undertake training/ coaching identified to support delivery of high level of client service.

• Support and provide client training on internal systems where required.

• Align with our Digital Adoption partners to further enhance Artificial Intelligence (AI) support and training tools

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

• Direct client facing experience within a fast-paced environment.

• Have knowledge of training methodologies and be able to adapt approach for different scenarios and learning preferences.

• Experience of supporting staff with both classroom and on-the-job training and development needs within financial services

• Comfort and experience in working independently and collaboratively in a global cross-functional team.

• Knowledge of Transfer Agency or Contact Centre is preferred.

At BNY, our culture speaks for itself, check out the latest BNY news at:

BNY Newsroom

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Here’s a few of our recent awards:

• America’s Most Innovative Companies, Fortune, 2025

• World’s Most Admired Companies, Fortune 2025

• “Most Just Companies”, Just Capital and CNBC, 2025

Our 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 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, 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.