Senior Service Director, Client Service Management

BNY Mellon • Pittsburgh, PA

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; 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.

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.
• BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.
• BNY assesses market data to ensure a competitive compensation package for our employees.
• The base salary for this position is expected to be between $102,000 and $180,000 per year at the commencement of employment. However, base salary if hired will be determined on an individualized basis, including as to experience and market location, and is only part of the BNY total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs.
• This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation) at any time, including for reasons related to individual performance, change in geographic location, Company or individual department/team performance, and market factors.

What This Job Offers

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