Vice President, Investor Services Operations Manager II

22 Jan 2024
22 Feb 2024
Contract type
Full time
Experience level

BNY Mellon overview
For over 235 years, Bank of New York Mellon (BNY Mellon) has been at the center of the global financial markets, providing the world’s leading institutions the tools, capabilities, and services to be distinctive investors. We power individuals and institutions to succeed in the global economy providing investment management, investment services and wealth management. With a dedicated business presence on six continents and in 35 countries, BNY Mellon delivers global scale at the local level. The Global Delivery Centre in Wroclaw is a growing location, predominately providing support services to BNY Mellon entities in the areas of fund accounting, investment operations and technology.  Our organizational culture stands on solid values – Integrity, Strength in Diversity, Passion for Excellence and Courage to Lead. Our guiding principles drive us to always do what’s right, helping everyone feel included on the way, to take the risks necessary to lead and get things done.

We’re seeking a future team member for the role of Vice President, Investor Services Operations Manager II to join our Global Transfer Agency Team. This role is located in Wroclaw, Poland - HYBRID

Team overview
The scope of service includes Financial Control, Correspondence and Transaction processing services.
Financial Control Team is responsible for demand deposit account reconciliation of Mutual Fund transactions to incoming/outgoing shareholder payments.  Facilitate Mutual Fund Capital Stock fund position and net cash validation and dissemination to Fund Accounting and Custody.  Trade exception manual payment review and approval to validate monies held within DDAs. 
Correspondence Team responds to written customer service inquiries, requests received with incomplete information or documentation and complaints. 
Transaction Processing Team is responsible for the completion of transactions, including but not limited to New Accounts, Redemptions, Transfers, Purchases and Maintenances.  Maintains quality and productivity and ensures customer satisfaction.    


•   Ongoing evaluation of team members, establishing annual Performance Management Programs (targets and deadlines); taking steps where necessary to address gaps in skills through training and mentoring to ensure peak performance for clients
•   Interviewing staff for new/replacement positions, recommending staff for internal promotion and assigning tasks for team members to enhance career opportunities.
•   Acts as a subject matter resource on the Financial Control, Correspondence and Transaction processing policies and procedures.
•   Responsible for ensuring the day-to-day operational requirements are being managed and controlled by staff to achieve all the service level agreements and key performance indicators.
•   Serves as the escalation point for issues regarding more complex client profiles, keeping leadership apprised of potential areas of concern.
•   Key focus is to ensure team are operating within the defined outsource operating model.
•   Pro-actively formulates proposals to improve systems, procedures, reporting and contributes to updates to monitoring policies via providing feedback.
•   Assists with the process of defining and documenting transaction monitoring deliveries, and ensures deliveries are in line with expectations.
•   Collaborates with internal stakeholders from other functions to help coordinate procedures and policies in overall strategy. Assists and/or conducts trainings related to Financial Control, Correspondence and Transaction processing services.
•   Is involved in preparing and reviewing Dashboards for Control/Reconciliation department


•   Bachelor’s degree in accounting or the equivalent combination of education and experience is required.    
•   Min. 7-10 years of total work experience preferably in a financial industry, Mutual Fund Control.
•   Min. 4 years in management role preferred.
•   Extensive industry knowledge, with proven track record of success in previous positions
•   Strong analytical skills and communication skills, both written and verbal
•   Must be comfortable in a fast-paced environment and be able to handle multiple tasks.
•   Ability to prioritize tasks
•   Fluent in written and spoken English is essential for this role.

Our offer
We provide clearly defined, transparent development pathways to help you grow both personally and professionally. The benefits we offer to you were carefully selected to build your comfort of working and help you reach your personal goals

•   Full time contract of employment
•   City Centre locations close to main railway station and flexible working arrangements
•   Flexible benefits package, including life and medical insurance, health screening, fitness discount programme, employee assistance program
•   Award-winning Wellbeing Program supporting you with your unique health and wellbeing needs
•   Pension scheme
•   On-site childcare and a parental buddy programme
•   Exciting opportunities for career and global mobility
•   Diverse and inclusive environment
•   Employee Referral Program
•   Recognition programmes
•   A multitude of opportunities to get involved in charity projects and Employee Resource Groups (ERGs)

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