Director, Client Service Executive Manager

BNY Mellon

12h

About The Position

At BNY, our culture allows us to run our company better and enables employees’ growth and success. 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. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving 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 – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary. We’re seeking a future team member for the role of Director, Client Service, Asset Servicing to join our Client Services team. This role is located in New York, Boston or Lake Mary. In this role, you’ll make an impact in the following ways: Own the end-to-end client service delivery model for our largest and most complex major clients, including developing the strategy to align client needs with BNY’s service model and monitoring client satisfaction. Serve as the senior point of contact to major clients on complex service issues and independently develop strategies to deliver world-class client service across multiple products and platforms. Collaborate with clients and coordinate internal stakeholders to align client needs with BNY’s commercial strategy; act as the central point of contact across Operations, Client Coverage, Product, and Technology. Foster client growth by identifying opportunities for their success – resulting in protecting revenue of existing clients and identifying opportunities to support Client Coverage via service-led sales. Proactively partner with Client Service Data, Insights & Analytics to identify trends, themes, and opportunities to improve service; own the end-to-end client service delivery model and monitor client satisfaction. Review and manage the execution of service commitments and evolve the client service model (e.g., SLA evolution and changes); provide thought leadership and proactively communicate with a comprehensive understanding of clients’ businesses. Build capabilities in their teams to develop opportunities for continuous service improvement, including digital adoption to foster the overall culture.

Requirements

• Bachelor’s degree or the equivalent combination of education and experience required; MBA preferred.
• At least 10-15 years of minimum work experience with at least 3-5 years of management experience preferred.
• Experience in an operational area and/or client services preferred.
• Sufficient years of management experience preferred.
• Demonstrated ability to manage and resolve complex, cross-product/platform issues and incidents; experience advising on sales support activities, including RFP creation and client visits; experience representing the organization at conferences, seminars, and industry events.
• People Leadership requirement : Recruit, direct, motivate, and develop staff, maximizing individual contribution, professional growth, and team effectiveness.

Nice To Haves

• MBA preferred.
• Experience in an operational area and/or client services preferred.
• Sufficient years of management experience preferred.

Responsibilities

• Own the end-to-end client service delivery model for our largest and most complex major clients, including developing the strategy to align client needs with BNY’s service model and monitoring client satisfaction.
• Serve as the senior point of contact to major clients on complex service issues and independently develop strategies to deliver world-class client service across multiple products and platforms.
• Collaborate with clients and coordinate internal stakeholders to align client needs with BNY’s commercial strategy; act as the central point of contact across Operations, Client Coverage, Product, and Technology.
• Foster client growth by identifying opportunities for their success – resulting in protecting revenue of existing clients and identifying opportunities to support Client Coverage via service-led sales.
• Proactively partner with Client Service Data, Insights & Analytics to identify trends, themes, and opportunities to improve service; own the end-to-end client service delivery model and monitor client satisfaction.
• Review and manage the execution of service commitments and evolve the client service model (e.g., SLA evolution and changes); provide thought leadership and proactively communicate with a comprehensive understanding of clients’ businesses.
• Build capabilities in their teams to develop opportunities for continuous service improvement, including digital adoption to foster the overall culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Director