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Jobs · Business Development · Pennsylvania

Vice President, Client Service Manager

BNY · Pittsburgh, PA · Today
Business DevelopmentFull-time

Serve as senior SME for assigned client portfolio and backup escalation point supporting the Team Lead, delivering end-to-end client service across multiple GP&T products and driving complex issue resolution and continuous improvement.

Skills & Competencies

  • Deep GP&T product and operational flow expertise.
  • Independent thinker with sound decision making under difficult situations, and escalation management.
  • Data analytics for trend analysis and preventive improvement.
  • Stakeholder engagement and cross-functional coordination.
  • Service-led sales support and revenue protection awareness.

Core KPIs / Success Measures

  • Resolution of complex incidents and escalations with durable corrective actions.
  • SLA/KPI performance and quality assurance outcomes.
  • Identification and enablement of service-led growth opportunities.
  • Contribution to continuous improvement and team capability building.

Key Stakeholders & Collaboration Points

  • Service Managers, Service Executives, Operations, Product, Technology, Sales, Enablement and Risk.
  • External clients for complex reviews and communications.
  • Cross-functional internal leadership and partners.

Tools & Systems Used

  • Advanced case management and tracking tools.
  • Analytics and reporting platforms for SLA/KPI monitoring.
  • Collaboration and communication systems.

Governance, Controls, and Compliance Considerations

  • Comply with firm / Client Service policies, Risk Framework and professional conduct standards.
  • Ensure auditability of processes and communications; maintain control effectiveness.
  • Escalate matters with client impact or regulatory implications promptly.

Training & Readiness Expectations

  • Complete mandatory Learnings;
  • Maintain current knowledge of tools, systems, and controls.
  • Meet Service objectives and training journey requirements.
  • Share best practices and product/flow expertise with team members.

Escalation Paths and Oversight

  • Weekly team meetings for alignment and review.
  • Monthly one-on-one meetings for progress and development.
  • Mid-year and end-of-year performance conversations and evaluation.

About The Team

At BNY, our culture speaks for itself, check out the latest BNY news at BNY Newsroom & BNY LinkedIn. Here’s a Few Of Our Recent Awards America’s Most Innovative Companies, Fortune, 2025 World’s Most Admired Companies, Fortune 2025 “Most Just Companies”, Just Capital and CNBC, 2025

Our Benefits And Rewards

  • Competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy.
  • Flexible global resources and tools for your life’s journey.
  • Health focus, personal resilience, and 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.
  • Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

Base Salary

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.

Benefits And Rewards

  • 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.
  • Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

At Will Position

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.

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