Vice President, Client Service Management

BNY Mellon • New York, NY

3d • $69,000 - $180,000

About The Position

BNY is seeking a Vice President, Client Service Management to join its Depositary Receipts team in New York, NY. The role serves as a client contact for service matters and helps develop strategies for delivering excellent client service. Depending on experience, the position may serve as a senior client contact, influence internal stakeholders, resolve complex issues, or address escalations from more junior team members. The role supports BNY’s strategic priorities by building strong client relationships and ensuring service excellence.

The position works with clients and internal partners to deliver end-to-end service, monitor satisfaction, resolve incidents, evolve service commitments, and identify opportunities to improve the client experience. It also supports client growth and may contribute to sales-support materials and attend client or industry events.

Requirements

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

Nice To Haves

• Advanced degree, such as an MBA.
• Mandarin language capabilities (written and verbal), strongly preferred.

Responsibilities

• Serve as a point of contact for Depositary Receipts clients on service issues and help develop strategies for world-class client service.
• Collaborate with clients and internal stakeholders to align client needs with BNY’s commercial strategy.
• Partner with Client Service Data, Insights & Analytics to identify service trends and opportunities for improvement.
• Provide exceptional service across offerings and meet client expectations.
• Deliver end-to-end client service, monitor client satisfaction, and, for more senior team members, manage the full service relationship.
• Work with clients to resolve complex issues across multiple services; manage incidents and coordinate with Operations, Client Coverage, Product, and Technology as needed.
• Execute service commitments and help evolve the client service model, including service-level agreements.
• Develop an understanding of client businesses to identify ways to make engagement easier and improve service, including through digital adoption.
• Help identify client growth opportunities, protect existing revenue, and support Client Coverage through service-led sales opportunities.
• Partner with internal business partners to achieve intended outcomes; more senior team members may drive outcomes and act as a central point of contact.
• Support client service or sales activities, which may include creating RFPs, KPIs, or client documents.
• Attend conferences, seminars, industry events, and client meetings as needed.

Benefits

• Competitive compensation and benefits.
• Wellbeing programs and flexible global resources and tools.
• Generous paid leaves, including paid volunteer time.
• Potential eligibility for an annual discretionary incentive award.
• Eligible employees may enroll in a 401(k) plan.
• Eligible employees may participate in company-sponsored medical, dental, vision, and basic life insurance plans.
• Other paid time off benefits, such as vacation and sick time, may be available depending on the position.

What This Job Offers

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