Senior Vice President, Client Service Manager (Structured Finance/Debt, CLO)

About the role

The Senior Vice President, Client Service Manager role is located in Houston, TX. This role manages multiple client service teams responsible for providing quality support to clients with transactions and resolving operational issues daily. It involves setting policies and procedures for teams managed, contributing to strategic initiatives, resolving complex issues, maintaining relationships with business leaders, recruiting, directing, motivating, and developing staff, and managing multiple client service/support teams.

Responsibilities

• Manages multiple client service teams responsible for providing quality support to clients with transactions and resolving operational issues daily.
• Maintains familiarity with industry best practices and seeks opportunities to implement as appropriate.
• Sets policies and procedures for teams managed.
• Contributes to the development of strategic initiatives that are designed to improve the overall client service experience and improve team productivity and quality.
• Resolves highly complex or non-routine issues or inquiries from senior-level or key individuals at clients, as needed.
• Maintains relationships with business leaders to report client trends and needs.
• May provide forward-looking insight on client issues and trends to drive future revenue growth.
• Provides strategic guidance on internal activities and initiatives designed to improve the client experience.
• Determines needed improvements through review and analysis of problems reported.
• Recruits, directs, motivates, and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team.
• Manages multiple client service/support teams. Responsible for the achievement of multiple team goals and objectives, talent management and supervision of team members.
• Taughts, trains, and develops staff to ensure they have the necessary skills and knowledge to perform their jobs effectively.
• Ensures compliance with regulatory requirements and company policies.
• Monitors and evaluates the performance of team members and provides feedback and coaching as needed.
• Works closely with cross-functional teams to identify and resolve issues affecting client service.
• Develops and implements training programs for new and existing team members.
• Assists in the recruitment process for new team members.
• Participates in the planning and execution of special projects as assigned.

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 with at least 3 years of management experience preferred.
• Experience in an operational area and/or client services preferred.
• Strong background in Structured Finance (ideally in CLO’s), Fund Administration and/or Alternative Asset management is strongly preferred.
• Client Service/Operations experience within financial services is strongly preferred.
• Corporate Trust background preferred.
• Strong background in engaging institutional clients to grow revenue and/or deliver against service obligations is strongly preferred.
• Strong data analysis and problem-solving skills to review test results versus expected results is strongly preferred.

Qualifications

• Proven leadership and management skills.
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations and prioritize tasks.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities and deadlines.
• Ability to build and maintain strong relationships with clients and internal stakeholders.
• Ability to develop and implement strategies to improve client service.
• Ability to analyze data and make informed decisions based on that analysis.

Skills

• Strategic thinking and problem-solving skills.
• Excellent communication and interpersonal skills.
• Strong analytical and data-driven approach.
• Leadership and management skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities and deadlines.
• Ability to build and maintain strong relationships with clients and internal stakeholders.
• Ability to develop and implement strategies to improve client service.
• Ability to analyze data and make informed decisions based on that analysis.

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

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.