Vice President, Client Service Management

About the role

We're seeking a Vice President, Client Service Management to join our Depositary Receipts team in New York, NY. This role serves as a point of contact to Depositary Receipts clients on service issues and assists in developing strategy to deliver world-class client service. Depending on experience, the individual may serve as the senior point of contact, influencing internal stakeholders and resolving complex issues or escalations from junior team members. This position supports BNY's strategic pillars by fostering strong client relationships and ensuring service excellence.

Responsibilities

• Serve as a point of contact to Depositary Receipts clients on service issues and assist in developing strategy to deliver world-class client service.
• Collaborate with clients and internal stakeholders to align client needs with BNY's commercial strategy.
• Proactively partner with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and suggesting opportunities.
• Provide exceptional service to meet client expectations across all services; serve as primary point of contact and deliver end-to-end client service while monitoring client satisfaction.
• Work with clients to resolve complex issues across multiple services; manage issues/incidents (reactive) and collaborate with internal partners (Operations, Client Coverage, Product, and Technology) to resolve them.
• Execute service commitments and help evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes).
• Gain a solid understanding of clients' business to identify opportunities to improve engagement and suggest continuous service improvements, including digital adoption.
• Contribute to client growth by identifying opportunities for their success, protecting revenue of existing clients, and supporting Client Coverage via service-led sales.
• Partner with internal business partners throughout the organization to achieve intended outcomes; more senior team members will drive outcomes as the central point of contact.
• Engage in client service activities related to client service or sales support, including creation of RFPs, KPIs, or client documents.
• Attend conferences, seminars, industry events, and client meetings.

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.
• 5-7 years of experience.
• Portuguese language capabilities (written/verbal) strongly preferred.
• 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.
• Effective communication skills, both verbal and written, to articulate solutions and influence stakeholders.

About Us

At BNY, our culture drives both company success and employee growth. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, delivering 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. Together, we power the future of finance.

About the Team

Our culture speaks for itself. Explore the latest BNY news at the BNY Newsroom and BNY LinkedIn.

Recent awards include:

• America’s Most Innovative Companies, Fortune, 2025
• World’s Most Admired Companies, Fortune 2025
• “Most Just Companies”, Just Capital and CNBC, 2025

Benefits

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. Benefits include:

• Access to flexible global resources and tools for your life’s journey.
• Focus on health, personal resilience, and financial goals.
• Generous paid leaves, including paid volunteer time, to support you and your family.
• Eligibility for an annual discretionary incentive award.
• 401(k) plan participation.
• Company-sponsored medical, dental, vision, and basic life insurance plans for employees and eligible dependents.
• Various paid time off benefits, such as vacation and sick time, depending on the position.

Pay

BNY assesses market data to ensure a competitive compensation package. The expected base salary for this position can be found in the Job Info section of the posting. Base salary may vary depending on market location, job-related knowledge, skills, and experience. Base salary is part of a total rewards package, which may include eligibility for an annual discretionary incentive award.