Vice President, Client Service Management (Global Collateral Platform)

BNY Mellon•Lake Mary, FL

1d•Onsite

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 Vice President, Client Service Management to join our Global Collateral Platform. This role is located in Lake Mary. Role Overview: Responsible for the success, oversight, and client enablement of platforms, products, and services across the enterprise, including implementations, enhancements, changes, transitions, conversions, and complex remediation plans. The role partners with large or strategic clients and internal stakeholders to define requirements, manage delivery plans, resolve complex service issues, and ensure an exceptional end-to-end client experience. This position requires strong project management, client relationship management, communication, and cross-functional coordination skills to drive outcomes across multiple products and platforms.

Requirements

5-10 years of total work experience preferred, ideally in triparty collateral management, securities operations, custody, settlements, repo, agency lending, secured loans, or markets & client operations.
Experience managing client implementations, onboarding, transitions, or remediation efforts across multiple products and platforms.
Strong background in client service, project delivery, or service management within financial services or a complex global organization.
Ability to work across internal stakeholder groups including Operations, Product, Technology, Coverage, and senior leadership.
Proven ability to manage complex client issues, service escalations, and delivery milestones in a fast-paced environment.
Experience supporting client growth through service excellence and strategic partnership.
Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions.
Excellent communication and interpersonal skills, capable of building strong relationships with clients and internal teams.
Client relationship management
Implementation and project management
Product and platform enablement
Issue resolution and escalation management
Cross-functional collaboration
Executive communication and stakeholder management
Risk identification and mitigation
Change management and governance
Continuous improvement mindset
Strategic thinking and commercial awareness

Responsibilities

Serve as a primary point of contact for clients, delivering end-to-end client service and monitoring client satisfaction across products and services.
Partner with large or strategic clients and internal stakeholders to scope requirements that leverage standard product and service offerings or address acute issues impacting client health.
Define and manage delivery plans for client implementations, product and platform configurations, service transitions, enhancements, changes, conversions, and complex remediation plans.
Oversee and coordinate the implementation and set-up of products and services across internal and external stakeholders to ensure successful delivery.
Track and maintain project plans, including critical milestones, dependencies, risks, and issues across the delivery lifecycle.
Identify, escalate, and help remediate impediments and service issues in partnership with Operations, Client Coverage, Product, Technology, and other internal teams.
Act as a liaison to clients, developing a strong understanding of their business needs and aligning solutions with BNY’s commercial strategy and service model.
Design, write, and deliver effective communication strategies and status updates for internal and external stakeholders, including senior leadership.
Implement and govern change control processes in response to client requests in partnership with relevant practices and platforms.
Manage implementation closure and ensure timely communication and notification to all relevant stakeholders.
Execute service commitments and contribute to the evolution of the client service model, including service level improvements and process changes.
Cultivate and maintain healthy client service relationships through governance, escalation management, and proactive service engagement.
Partner with Client Service Data, Insights & Analytics to identify trends, themes, and opportunities for proactive service improvements internally and externally.
Identify opportunities for continuous improvement, digital adoption, and operational efficiencies that make it easier for clients to engage with BNY.
Contribute to client growth and retention by identifying service-led opportunities that support client success, protect revenue, and enable strategic growth.
Support sales and client service activities as needed, including creation of RFPs, KPIs, client communications, and other client-facing documents.
Participate in client meetings, industry events, conferences, and seminars as appropriate.