Senior Vice President, Client Service Executive

About the role

We’re seeking a future team member for the role of Senior Vice President, Client Service Executive to join our Client Services team. This role can be based in Pittsburgh, PA or Boston, MA.

Responsibilities

• Serves as a senior point of contact to major clients on moderately complex service issues and assists in developing strategy to deliver world-class client service across products or platforms.
• Collaborates with clients and influences 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 opportunities.
• Ensures exceptional service meets client expectations across all products and services.
• Drive and manage end to end client service delivery model for Major clients; to include participation developing the strategy to align client needs and monitor client satisfaction.
• Work with Major clients to resolve moderately complex issues across products or platforms; manage issues / incidents (reactive) and act as the central point of contact with internal partners, as needed (Operations, Client Coverage, Product, and Technology).
• Monitor and ensure execution of service commitments and evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes).
• Leveraging a deep understanding of clients' business; identify opportunities to make it easier for clients to engage with us and opportunities for continuous service improvement, including digital adoption to foster the overall culture.
• Foster client growth by identifying opportunities for their success - resulting in protecting revenue of existing clients and identifying opportunities to support Client Coverage via service-led sales.
• Drive outcomes through influence and act as the central point of contact across key business partners throughout the organization.
• Consult on and participate in client service activities related to sales support, including creation of RFPs and client visits.
• Will attend conferences, seminars, and may have speaking engagements at industry events and represent BNY.

Requirements

• Bachelor's degree or the equivalent combination of education and experience is required with an MBA preferred.
• 7-10 years of total work experience in an operational area and/or client services preferred.

Qualifications

• Deep understanding of clients' business.
• Ability to identify opportunities for continuous service improvement, including digital adoption.
• Strong collaboration and influence skills.
• Experience resolving moderately complex issues across products or platforms.
• Excellent communication and problem-solving skills.

Skills

• Client relationship management.
• Strategic planning and implementation.
• Collaboration and teamwork.
• Problem-solving and decision-making.
• Communication and presentation skills.

Benefits

Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, the employee will be in an “at will” position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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.

Schedule

Details regarding the schedule will be provided if an employee receives an offer of employment.