Vice President, Client Service Management
BNY•New York, NY
•$69,000 - $111,500•Onsite
About The Position
We’re seeking a future team member for the role of VP, Client Service Manager to join our Global Payments & Trade team. This role is located in New York, NY. Serve as senior SME for assigned client portfolio and backup escalation point supporting the Team Lead, delivering end-to-end client service across multiple GP&T products and driving complex issue resolution and continuous improvement.
Requirements
- Deep GP&T product and operational flow expertise.
- Independent thinker with sound decision making under difficult situations, and escalation management.
- Data analytics for trend analysis and preventive improvement.
- Stakeholder engagement and cross-functional coordination.
- Service-led sales support and revenue protection awareness.
- 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.
Nice To Haves
- Advanced degree (e.g., MBA) preferred.
- Written/Verbal Bilingual language capabilities (Portuguese & Spanish) strongly desired.
Responsibilities
- Serve as primary contact for complex, multi-product client situations; deliver end-to-end service and monitor satisfaction.
- Act as GP&T SME with holistic knowledge of products, operational flows, and supporting technology infrastructure across segments.
- Engage Segment Managers/Service Executives and act as Officer-in-Charge for priority calls and complex escalations.
- Ensure execution of service commitments (SLAs/KPIs); provide data-driven recommendations for client service model evolution.
- Maintain quality assurance oversight for processes, controls, and communications to drive consistency and auditability.
- Identify service-led growth opportunities; protect revenue and support RFPs, KPIs, client documents, and reviews.
- Manage segment/sub-segment queue health (intake, prioritization, timely handling); rebalance capacity as needed.
- Provide clear status, risk, and remediation updates on open issues and commitments.
- Use data analytics to drive root-cause identification, trend analysis, and preventive improvements; embed lean thinking and promote digital adoption.
- Help coach and develop Client Service specialists through guidance and case reviews; uplift team capability without direct line management.
Benefits
- Highly competitive compensation
- Benefits and wellbeing programs
- Access to flexible global resources and tools
- Generous paid leaves
- Paid volunteer time
- Medical, dental, vision, and basic life insurance plans
- Various paid time off benefits, such as vacation and sick time
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What This Job Offers
Job Type
Full-time
Career Level
Executive
