Vice President, Client Service Management

We’re seeking a future team member for the role of Vice President, Client Service to join our Client Services team. 

This role is ideal for someone who brings deep experience supporting Asset Owners, Asset Managers, or other institutional financial services clients, with the ability to build trusted executive relationships, navigate complex multi-product environments, and deliver exceptional client outcomes.

This role is in New York. 

In this role, you’ll make an impact in the following ways:

• 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

To be successful in this role, you will need to have:

• 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

To be successful in this role, we’re seeking the following:

• Bachelor’s degree or the equivalent combination of education and experience is required; 5-8 years minimum related work experience preferred
• Three to five years of experience at a financial services organization focused on Institutional Clients, required
• Experience working with Asset Owner and/or Asset Manager clients, preferred
• Knowledge of Global Custody and Hedge/Private Fund Services, including Fund Accounting and Administration, required
• Strong presentation skills and comfort communicating detailed information to clients and stakeholders in calls and meetings, required.
• Ability to learn and discuss Asset Servicing products and offerings, required
• Experience in an operational area and/or client services, required
• Project Management skills, including experience managing project plans, preferred
• Proven ability to resolve complex or non-routine client issues or inquiries and contribute to business development efforts