Vice President, Client Service Management

BNY Mellon•Lake Mary, FL

4d•$69,000 - $153,000•Onsite

About The Position

We’re seeking a future team member for the role of Vice President, Client Service Management to join our Wealth Services' Client Services Group. In this role, you’ll make an impact by serving as a senior 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 influence 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. Ensure exceptional service meets client expectations across all products and services. Manage end-to-end client service and monitor client satisfaction. Work with clients to resolve complex issues across multiple products; manage issues/incidents (reactive) and act as the central point of contact with internal partners, as needed (Operations, Client Coverage, Product, and Technology). Ensure execution of service commitments and evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes). Gain a deep understanding of client's business to identify opportunities to make it easier for clients to engage with us. Suggest opportunities for continuous service improvement, including digital adoption to foster the overall culture. Contribute to client growth by helping to identify opportunities for their success—resulting in protecting revenue of existing clients and identifying opportunities to support Client Coverage via service-led sales. Drive outcomes as the central point of contact across business partners throughout the organization. Participate in client service activities related to sales support, including creation of RFPs and client visits. May attend conferences, seminars, industry events, and client meetings.

Requirements

Bachelor’s degree or the equivalent combination of education and experience is required
5-7 years of total work experience in an operational area and/or client services preferred.

Nice To Haves

MBA preferred
Experience in financial services, wealth services, or related fields is nice to have.

Responsibilities

Serve as a senior point of contact to clients on service issues and assist in developing strategy to deliver world-class client service across multiple products.
Collaborate with clients and influence 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.
Ensure exceptional service meets client expectations across all products and services.
Manage end to end client service and monitor client satisfaction.
Work with clients to resolve complex issues across multiple products; manage issues/incidents (reactive) and act as the central point of contact with internal partners, as needed (Operations, Client Coverage, Product, and Technology).
Ensure execution of service commitments and evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes).
Gain a deep understanding of client's business to identify opportunities to make it easier for clients to engage with us.
Suggest opportunities for continuous service improvement, including digital adoption to foster the overall culture.
Contribute to client growth by helping to identify opportunities for their success—resulting in protecting revenue of existing clients and identifying opportunities to support Client Coverage via service-led sales.
Drive outcomes as the central point of contact across business partners throughout the organization.
Participate in client service activities related to sales support, including creation of RFPs and client visits.
May attend conferences, seminars, industry events, and client meetings.