Senior Vice President, Client Service Executive

BNY Mellon • Everett, MA

6h • Onsite

About The Position

We’re seeking a future team member for the role of Senior Vice President, Client Service Executive to join our Client Services team. This role is located in Everett, MA. In this role, you’ll make an impact by serving as a senior point of contact to major clients on moderately complex service issues and assisting in developing strategy to deliver world-class client service across products or platforms. You will collaborate with clients and influence internal stakeholders to align client needs with BNY's commercial strategy. Proactively partner with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and opportunities. Ensure exceptional service meets client expectations across all products and services. Drive and manage the end-to-end client service delivery model for Major clients, including participation in developing the strategy to align client needs and monitoring client satisfaction. Work with Major clients to resolve moderately complex issues across products or platforms; manage issues/incidents (reactive) and act as the central point of contact with internal partners, as needed (Operations, Client Coverage, Product, and Technology). Monitor and ensure execution of service commitments and evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes). Leveraging a deep understanding of clients' business, identify opportunities to make it easier for clients to engage with us and opportunities for continuous service improvement, including digital adoption to foster the overall culture. 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. Drive outcomes through influence and act as the central point of contact across key business partners throughout the organization. Consult on and participate in client service activities related to sales support, including creation of RFPs and client visits. Will attend conferences, seminars, and may have speaking engagements at industry events and represent BNY.

Requirements

• Bachelor's degree or the equivalent combination of education and experience is required with an MBA preferred.
• 7-10 years of total work experience in an operational area and/or client services preferred.

Responsibilities

• Serves as a senior point of contact to major clients on moderately complex service issues and assists in developing strategy to deliver world-class client service across products or platforms.
• Collaborates with clients and influences 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.
• Drive and manage end to end client service delivery model for Major clients; to include participation developing the strategy to align client needs and monitor client satisfaction.
• Work with Major clients to resolve moderately complex issues across products or platforms; manage issues / incidents (reactive) and act as the central point of contact with internal partners, as needed (Operations, Client Coverage, Product, and Technology).
• Monitor and ensure execution of service commitments and evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes).
• Leveraging a deep understanding of clients' business; identify opportunities to make it easier for clients to engage with us and opportunities for continuous service improvement, including digital adoption to foster the overall culture.
• 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.
• Drive outcomes through influence and act as the central point of contact across key business partners throughout the organization.
• Consult on and participate in client service activities related to sales support, including creation of RFPs and client visits.
• Attend conferences, seminars, and may have speaking engagements at industry events and represent BNY.

Benefits

• 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.
• Generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.
• Eligibility for an annual discretionary incentive award.
• Eligible employees may enroll in a 401(k) plan.
• Participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents.
• Other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered.

What This Job Offers

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