Senior Service Director, Client Service Management

BNY • Lake Mary, FL

5d • $102,000 - $180,000

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 Senior Service Director, Client Service join our Global Payments & Trade Client Services team. This role is located in New York, NY, Lake Mary, FL, or Pittsburgh, PA. In this role, you'll make an impact in the following ways: Lead through positive role model/mentoring, coaching & support; while continuing to strengthen your personal career goals (soft/hard skills) Although an Individual Contributor; you are expected to act as a role model/mentor for fellow Service Director's Leverage strong leadership behaviors in all scenarios Provide support/consult to aligned segment Jr. SD/CSOs Dedicated Client Portfolio (Tier 1), portfolio assignment based on “capacity point system"; high/sensitive clients Host regular meetings with clients, transforming behavior from reactive to pro-active; being a consultant Enhance & maintain robust, healthy partnerships with key stakeholders (internally & externally), ensuring key engagements with Sales partners and updates are pushed upward/downward accordingly Ensuring adherence, appropriate oversight & governance of the Risk & Control Framework Leverage thought leadership & strategies with key stakeholders to drive Transformation (tactical & strategic); drive client self-service opportunities Provide Level 2 support for Incidents/Escalations, Client Due Diligence, etc. reporting upward to Global Head; liaising with Segment Heads, SDs, CSOs, etc. Provide input for client facing communications Senior SDs should look for opportunities, & be compensated for “soft selling” (details in target objectives) Complete/Review sample call-reports from SDs Attend conferences, seminars, industry events Attend onboarding meetings, provide support/oversight for projects of large, strategically important client initiatives, etc. Assist with, & potentially lead internal key strategic initiatives (i.e. POM collaboration) Obtain appropriate industry specific certifications (i.e. CTP) Utilize speak-up culture to identify root causes and/or areas of improvement when resolving client issues, incidents, etc.

Requirements

• Bachelors degree or the equivalent combination of education and experience (Banking/Financial) is required
• 8-10 plus years of total work experience preferred. Experience in an operational area and/or client services preferred
• Self-motivated with client focus centricity and lean thought process
• Strong communication skills; written, verbal and effective listening skills
• Ability to be cross-fungible and multitask under pressure
• Able to adapt to changing environment and business needs

Responsibilities

• Lead through positive role model/mentoring, coaching & support
• Act as a role model/mentor for fellow Service Director's
• Leverage strong leadership behaviors in all scenarios
• Provide support/consult to aligned segment Jr. SD/CSOs
• Dedicated Client Portfolio (Tier 1), portfolio assignment based on “capacity point system"; high/sensitive clients
• Host regular meetings with clients, transforming behavior from reactive to pro-active; being a consultant
• Enhance & maintain robust, healthy partnerships with key stakeholders (internally & externally), ensuring key engagements with Sales partners and updates are pushed upward/downward accordingly
• Ensuring adherence, appropriate oversight & governance of the Risk & Control Framework
• Leverage thought leadership & strategies with key stakeholders to drive Transformation (tactical & strategic); drive client self-service opportunities
• Provide Level 2 support for Incidents/Escalations, Client Due Diligence, etc. reporting upward to Global Head; liaising with Segment Heads, SDs, CSOs, etc.
• Provide input for client facing communications
• Senior SDs should look for opportunities, & be compensated for “soft selling” (details in target objectives)
• Complete/Review sample call-reports from SDs
• Attend conferences, seminars, industry events
• Attend onboarding meetings, provide support/oversight for projects of large, strategically important client initiatives, etc.
• Assist with, & potentially lead internal key strategic initiatives (i.e. POM collaboration)
• Obtain appropriate industry specific certifications (i.e. CTP)
• Utilize speak-up culture to identify root causes and/or areas of improvement when resolving client issues, incidents, etc.

Benefits

• BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy.
• We provide 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees