Vice President, Client Service Management

About the role

The Vice President, Client Service role is located in New York or Boston. This role is responsible for developing a deep understanding of clients' business, operating models, and technology strategies, delivering exceptional service aligned with clients' needs and expectations, and fostering a culture of continuous service improvement.

Responsibilities

• Develop a deep understanding of our client's business, operating model, and technology strategy.
• Deliver exceptional service aligned to clients' needs and expectations across BNY's product and services offering.
• Act as the central point of escalation across Operations, Technology, and service delivery.
• Cultivate a deep relationship and appreciation for what drives our clients' service requirements.
• Facilitate communication across our clients' organization (e.g., industry news, regulatory and BNY change, product evolution).
• Maintain a culture of continuous service improvement across all products and services.
• Monitor service quality, product performance, and overall client experience with a view to proactively anticipate potential issues and opportunities.
• Deliver operational analytics, insights, and transparency into service performance.
• Guide service evolution based on client requirements and changing operating model.
• Drive quality client experience and service through thought leadership based on client feedback and our in-depth service knowledge and expertise.
• Provide strategic insight into improvements across service delivery, product, technology, and operations, to create optimal client solutions.
• Navigate our technology, product, and operations groups to improve service today, and build better solutions for the future.

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.

Qualifications

• Bachelor’s degree or the equivalent combination of education and experience is required.
• 7-10 years minimum related work experience preferred.
• Experience in an operational area and/or client services preferred.
• Proven ability to resolve complex or non-routine client issues or inquiries and contribute to business development efforts.

Skills

• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills.
• Ability to manage multiple priorities and deadlines.
• Knowledge of financial services industry and relevant regulations.

Benefits

At BNY, we offer 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 base salary for this position is expected to be between $68,000 and $130,000 year at the commencement of employment. However, base salary if hired will be determined on an individualized basis, including as to experience and market location, and is only part of the BNY total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs.

Schedule

This position is at-will, and the Company reserves the right to modify base (as well as any other discretionary payment or compensation) at any time, including for reasons related to individual performance, change in geographic location, Company or individual department/team performance and market factors.