Client Service Management

About the role

At BNY, our culture allows us to run our company better and enables employees’ growth and success. We are a leading global financial services company influencing nearly 20% of the world’s investible assets. Our teams leverage cutting-edge AI and innovative technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide. Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Join us and be part of something extraordinary.

Responsibilities

• Serves as a point of contact to clients on service issues and assists in developing strategy to deliver world-class client service across multiple products.
• Collaborates with clients and internal stakeholders to align client needs with BNY's commercial strategy.
• Proactively partners with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and suggesting opportunities.
• Provides exceptional service to meet client expectations across all products and services.
• Serves as primary point of contact and delivers end to end client service and monitors client satisfaction.
• More senior team members will manage end to end client service and monitor client satisfaction.
• Serves as the primary point of contact to resolve complex issues across multiple products; manage issues / incidents (reactive) and collaborate with internal partners to resolve issues, as needed (Operations, Client Coverage, Product, and Technology).
• Executes service commitments and helps evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes).
• Gains a solid understanding of client's business which will help identify possible opportunities to make it easier for clients to engage with us.
• Helps identify and suggests opportunities for continuous service improvement, including digital adoption to foster the overall culture.
• Contributes to client growth by helping to identify possible opportunities for their success - resulting in protecting revenue of existing clients and identifying possible opportunities to support Client Coverage via service-led sales.
• Partners with internal business partners throughout the organization in support of achieving intended outcomes.
• May engage in client service activities related to client service or sales support, including creation of RFPs, KPIs or client documents.
• Might attend conferences, seminars, industry events and client meetings.

Requirements

• Proven experience working with large, complex client accounts and resolving critical, non-routine client issues.
• Acquire deep knowledge of products and services across multiple lines of business and geographies.
• Excellent communication skills and the ability to build and maintain relationships with senior client and business leaders.
• Strong client relationship management skills, with the ability to build and maintain long-term partnerships.
• Excellent problem-solving abilities, capable of resolving complex issues with a client-centric approach.
• Educational requirements: Bachelor's degree in Finance, Business Administration, or a related field or the equivalent combination of education and experience. Advanced degree (e.g., MBA) preferred.
• Experience: Typically 5-7 years of experience.

Qualifications

• Bachelor's degree in Finance, Business Administration, or a related field or the equivalent combination of education and experience.
• Advanced degree (e.g., MBA) preferred.
• Typically 5-7 years of experience.

Skills

• Proven experience working with large, complex client accounts and resolving critical, non-routine client issues.
• Acquire deep knowledge of products and services across multiple lines of business and geographies.
• Excellent communication skills and the ability to build and maintain relationships with senior client and business leaders.
• Strong client relationship management skills, with the ability to build and maintain long-term partnerships.
• Excellent problem-solving abilities, capable of resolving complex issues with a client-centric approach.

Benefits

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.

Pay

The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting. Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award.

Schedule

Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), depending on the position offered.