Vice President, Client Service Management

BNY Mellon•Jersey City, NJ

1d•$69,000 - $175,000•Onsite

About The Position

We’re seeking a future team member for the role of Vice President, Client Service Management to join our Global Clearing team. This role is located in Jersey City, NJ. In this role, you’ll make an impact by serving as a point of contact to clients on service issues and assisting in developing strategy to deliver world-class client service across multiple products. You will collaborate with clients and 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 suggesting opportunities. Provide exceptional service to meet client expectations across all products and services. Work with clients to resolve complex issues across multiple products; manage issues / incidents (reactive) and collaborate with internal partners to resolve issues, as needed (Operations, Client Coverage, Product, and Technology). Execute service commitments and help evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes). Gain a solid understanding of client's business which will help identify possible opportunities to make it easier for clients to engage with us. In conjunction, help identify possible opportunities for continuous service improvement, including digital adoption to foster the overall culture. Contribute to client growth by helping to identify possible opportunities for their success - resulting in protecting revenue of existing clients and identifying possible opportunities to support Client Coverage via service-led sales. Partner with internal business partners throughout the organization in support of achieving intended outcomes. May engage in client service activities related to client service or sales support, including creation of RFPs, KPIs or client documents. May attend conferences, seminars, industry events and client meetings. Modified based upon local regulations / requirements.

Requirements

Bachelor's degree in Finance, Business Administration, or a related field or the equivalent combination of education and experience.
Typically 5-7 years of experience.
Strong client relationship management skills, with the ability to build and maintain long-term partnerships.
Excellent problem-solving abilities, capable of resolving complex issues with a client-centric approach.
Effective communication skills, both verbal and written, to articulate solutions and influence stakeholders.

Responsibilities

Serves as a point of contact to clients on service issues and assists in developing strategy to deliver world-class client service across multiple products.
Collaborate with clients and 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 suggesting opportunities.
Provides exceptional service to meet client expectations across all products and services.
Work with clients to resolve complex issues across multiple products; manage issues / incidents (reactive) and collaborate with internal partners to resolve issues, as needed (Operations, Client Coverage, Product, and Technology).
Execute service commitments and help evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes).
Gain a solid understanding of client's business which will help identify possible opportunities to make it easier for clients to engage with us.
In conjunction, help identify possible opportunities for continuous service improvement, including digital adoption to foster the overall culture.
Contribute to client growth by helping to identify possible opportunities for their success - resulting in protecting revenue of existing clients and identifying possible opportunities to support Client Coverage via service-led sales.
Partners with internal business partners throughout the organization in support of achieving intended outcomes.
May engage in client service activities related to client service or sales support, including creation of RFPs, KPIs or client documents.
May attend conferences, seminars, industry events and client meetings.