Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nanci O'Leary

Summary

Dynamic Service Director with BNY Mellon, recognized for exceptional client service and driving operational improvements. Expert in insurance custody practices, leading teams to enhance client experiences and streamline processes. Proven track record in risk mitigation and project management, delivering significant value through innovative solutions and strong relationship management.

Overview

17
17
years of professional experience

Work History

Service Director, SVP

BNY Mellon
09.2022 - Current

Ensure outstanding client service delivery across Securities Services including monitoring of client experience, service quality and product performance


Drive Operating model improvements, product innovation and thought leadership based on client feedback and in-depth service knowledge across Service, Product and Technology

Deliver robust operational analytics and insights culminated in client dashboards (scorecards

& KPI management)


Serve as central client escalation point across all product lines


Accountable for client behavior change / client digital adoption


Oversee client issue resolution, incident management and client


Participate in new business opportunity presentations


Lead regular service reviews bringing together multiple business lines


Responsible for the client experience for client revenue over 75 million

Lead Manager, Custody Client Services

BNY Mellon
11.2007 - 09.2022

Led a team of twelve, delivering excellent client service to over 60 clients with a market value of over 300 billion in assets under custody


Onboarded new accounts

and client conversions


Partnered with clients to streamline manual processes, focused on reducing risk and decreasing processing time


Supported multiple client service model and operational platform changes


Lead the service relocation of several Insurance clients over a 12 month period


Interviewed, hired and on boarded and trained several new employees and managers


Cross-trained across multiple business lines

Education

Bachelor of Science -

Rochester Institute of Technology
Rochester, NY

Skills

  • Training and mentoring
  • Exceptional client service
  • Project Management
  • Risk Mitigation
  • Platform Migrations
  • Sales Presentations
  • Relationship Management
  • Continuous process refinement
  • Business Implementation
  • Expert in insurance custody practices

Timeline

Service Director, SVP

BNY Mellon
09.2022 - Current

Lead Manager, Custody Client Services

BNY Mellon
11.2007 - 09.2022

Bachelor of Science -

Rochester Institute of Technology