Senior Director, Client Service Executive - Service Account Lead

BNY Mellon•Lake Mary, FL

About The Position

EXECUTIVE SUMMARY We seek a Senior Director, Client Service Executive to serve as the white-glove support leader for our largest institutional clients. This individual will be the trusted point of escalation and relationship anchor for enterprise banking clients, ensuring seamless onboarding experiences, consistent SLA adherence, and exceptional service delivery across all client touchpoints. The ideal candidate combines executive-level interpersonal skills, commanding presence, deep banking operations knowledge, and an obsessive commitment to client satisfaction.

Requirements

15+ years of total work experience in an operational area and/or client services preferred. Minimum 10 years of experience in banking, asset management, or financial services client services, account management, or operations
Minimum 5+ years managing relationships with large institutional clients
Bachelor’s degree or the equivalent combination of education and experience is required
Demonstrated success leading white-glove client experiences and complex onboarding
Experience owning SLA management and service quality metrics
Proven ability to manage escalations and resolve complex issues under pressure
Deep understanding of banking operations and institutional client needs
Knowledge of banking infrastructure, regulatory requirements, and operational compliance
Familiarity with enterprise client onboarding requirements and operational readiness
Exceptional interpersonal and communication skills; builds trust with senior client stakeholders
Commanding executive presence; comfortable in high-level meetings and boardroom settings
Excellent written communication; articulates complex issues clearly in executive-level reports
Active listening skills; demonstrates empathy and commitment to understanding client perspectives
Diplomatic negotiation skills; balances client needs with firm operational constraints
Strong project management capabilities; coordinates cross-functional teams and complex initiatives
Proficiency with SLA tracking tools, CRM platforms, and operations dashboards
Excellent organizational skills; manages multiple client relationships and competing priorities
Detail-oriented; ensures accuracy in client communications and documentation
Proactive problem-solver; identifies issues early and develops solutions
Remains calm and professional under pressure
Persistent follow-through; does not allow issues to slip

Nice To Haves

MBA preferred
CFA, FRM, or other relevant banking/finance certification
Experience at a large global bank or financial services firm
Prior experience in a client services role at a fintech or banking technology provider
Experience managing high-net-worth or institutional client portfolios
Proficiency with Salesforce, ServiceNow, or similar enterprise client management platforms
Track record of maintaining >95% SLA compliance and high client satisfaction scores
Client obsession: Genuinely committed to client success
Uncompromising professionalism: Impeccable standards of communication and conduct
Accountability: Owns problems completely; does not deflect or make excuses
Emotional intelligence: Reads situations and people well; adapts communication to audience
Operational rigor: Detail-oriented; maintains accuracy and discipline
Strategic thinking: Understands client business context; anticipates needs
Collaborative spirit: Works effectively across internal silos
Resilience: Thrives in complex, fast-moving environments; remains composed under pressure

Responsibilities

Serve as the primary escalation point and relationship anchor for large institutional clients (banks, asset managers, insurance companies, pension funds)
Own the client experience end-to-end; ensure every interaction reflects premium service quality
Develop deep, strategic relationships with client C-suite and operations leadership (CFO, COO, CRO, Head of Operations)
Conduct quarterly business reviews and executive touchpoints to assess satisfaction and identify concerns early
Resolve escalations swiftly and professionally, with full accountability to leadership
Lead white-glove onboarding experiences for new enterprise clients
Develop customized onboarding roadmaps that meet each client's operational needs and timelines
Coordinate across all internal teams (operations, technology, compliance, product, sales) to ensure seamless client activation
Conduct kick-off meetings, training sessions, and knowledge transfer
Monitor onboarding health; proactively identify and resolve blockers
Own SLA accountability for assigned clients; track performance metrics against contractual commitments
Establish internal SLA targets that exceed client commitments
Monitor SLA dashboards; escalate breaches immediately and develop corrective action plans
Prepare monthly SLA reports for client review; address any gaps with accountability and action plans
Serve as the internal orchestrator for client issues; identify root causes and coordinate fixes
Manage scope, dependencies, and timelines for client-impacting work
Chase internal stakeholders for decisions and deliverables
Translate between client business needs and internal technical capabilities
Maintain consistent, professional communication with all client touchpoints
Prepare clear, executive-level status reports, dashboards, and presentations
Represent the firm professionally in all client interactions
Lead client meetings with clear agendas, documented action items, and follow-up
Gather client feedback on service quality and pain points
Provide insights to leadership on client satisfaction trends
Identify process improvements and champion enhancements to service quality
Mentor and develop junior client services staff
Provide guidance and escalation support to operations and account management teams