Director, Client Service Executive Manager

BNY Mellon•Lake Mary, FL

3d•$130,000 - $238,000•Onsite

About The Position

We’re seeking a future team member for the role of Director, Client Service Executive Manager to join our Client Service team. This role can be located in Lake Mary, FL. In this role, you’ll make an impact by serving as a senior point of contact to Major clients on complex service issues and independently developing strategy to deliver world-class client service across multiple products or platforms. You will collaborate with clients and coordinate the work of internal stakeholders to align client needs with BNY's commercial strategy. You will proactively partner with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and opportunities. You will ensure exceptional service meets client expectations across all products and services. You will 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. You will manage and resolve the most complex issues across multiple products/platforms; manage issues / incidents (reactive) and act as the central point of contact with internal partners, as needed (Operations, Client Coverage, Product, and Technology). You will review and manage the execution of service commitments and evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes). You will communicate proactively with a comprehensive understanding of client's business, provide thought leadership to make it easier for clients to engage with us. You will 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. You will build capabilities in their teams to develop opportunities for continuous service improvement, including digital adoption to foster the overall culture. You will act as the central point of contact across key business partners throughout the organization. You will advise on and participate in client services activities related to sales support, including creation of RFPs and client visits. You will share expertise by attending conferences, seminars, and speaking at industry events and representing BNY. You will recruit, direct, motivate, and develop staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team.

Requirements

Bachelor's degree or the equivalent combination of education and experience is required
10-15 years of total work experience
Experience in an operational area and/or client services preferred.

Nice To Haves

MBA preferred
at least 3-5 years of management experience preferred.

Responsibilities

Serves as a senior point of contact to Major clients on complex service issues and independently develops strategy to deliver world-class client service across multiple products or platforms.
Collaborates with clients and coordinates the work of internal stakeholders to align client needs with BNY's commercial strategy.
Proactively partners with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and opportunities.
Ensures exceptional service meets client expectations across all products and services.
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.
Manage and resolve the most complex issues across multiple products/platforms; manage issues / incidents (reactive) and act as the central point of contact with internal partners, as needed (Operations, Client Coverage, Product, and Technology).
Review and manage the execution of service commitments and evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes).
Communicate proactively with a comprehensive understanding of client's business, provide thought leadership to make it easier for clients to engage with us.
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.
Build capabilities in their teams to develop opportunities for continuous service improvement, including digital adoption to foster the overall culture.
Acts as the central point of contact across key business partners throughout the organization.
Advise on and participate in client services activities related to sales support, including creation of RFPs and client visits.
Shares expertise by attending conferences, seminars, and speaking at industry events and representing BNY.
Recruits, directs, motivates, and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team.