About The Position
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. Will attend conferences, seminars, and may have speaking engagements at industry events and represent BNY.Modified based upon local regulations / requirements.
Requirements
- Bachelor's degree or the equivalent combination of education and experience is required.
- 7-10 years of total work experience in an operational area and/or client services preferred.
Nice To Haves
- MBA preferred.
Responsibilities
- Serves as a senior point of contact to Major clients on moderately complex service issues.
- 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.
- Drives and manages end-to-end client service delivery model for Major clients.
- Works with Major clients to resolve moderately complex issues across products or platforms.
- Manages issues/incidents (reactive) and acts as the central point of contact with internal partners (Operations, Client Coverage, Product, and Technology).
- Monitors and ensures execution of service commitments.
- Evolves the client service model in partnership with key counterparts (e.g., SLA evolution and changes).
- Identifies opportunities to make it easier for clients to engage with us and opportunities for continuous service improvement, including digital adoption.
- Fosters client growth by identifying opportunities for their success.
- Drives outcomes through influence and acts as the central point of contact across key business partners.
- Consults on and participates in client service activities related to sales support, including creation of RFPs and client visits.
- Attends conferences, seminars, and may have speaking engagements at industry events and represents BNY.
Benefits
- Company-sponsored benefit programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
