Vice President, Client Service Management
About The Position
We’re seeking a future team member for the role of Vice President, Client Service to join our Client Services team. This role is located in New York or Boston. In this role, you’ll make an impact by developing a deep understanding of our client’s business, operating model and technology strategy, delivering exceptional service aligned to clients’ needs and expectations across BNY’s product and services offering, and acting as the central point of escalation across Operations, Technology and service delivery. You will cultivate a deep relationship and appreciation for what drives our clients’ service requirements, facilitate communication across our clients’ organization (e.g., industry news, regulatory and BNY change, product evolution), and maintain a culture of continuous service improvement across all products and services. You will monitor service quality, product performance, and overall client experience with a view to proactively anticipate potential issues and opportunities, deliver operational analytics, insights, and transparency into service performance, and guide service evolution based on client requirements and changing operating model. You will drive quality client experience and service through thought leadership based on client feedback and our in-depth service knowledge and expertise, provide strategic insight into improvements across service delivery, product, technology, and operations, to create optimal client solutions, and navigate our technology, product, and operations groups to improve service today, and build better solutions for the future.
Requirements
- Proven experience working with large, complex client accounts and resolving critical, non-routine client issues.
- Acquire deep knowledge of products and services across multiple lines of business and geographies.
- Excellent communication skills and the ability to build and maintain relationships with senior client and business leaders.
Nice To Haves
- Bachelor’s degree or the equivalent combination of education and experience is required
- 7-10 years minimum related work experience preferred
- Experience in an operational area and/or client services preferred
- Proven ability to resolve complex or non-routine client issues or inquiries and contribute to business development efforts
Responsibilities
- Develop a deep understanding of our client’s business, operating model and technology strategy
- Deliver exceptional service aligned to clients’ needs and expectations across BNY’s product and services offering
- Act as the central point of escalation across Operations, Technology and service delivery
- Cultivate a deep relationship and appreciation for what drives our clients’ service requirements
- Facilitate communication across our clients’ organization (e.g., industry news, regulatory and BNY change, product evolution)
- Maintain a culture of continuous service improvement across all products and services
- Monitor service quality, product performance, and overall client experience with a view to proactively anticipate potential issues and opportunities
- Deliver operational analytics, insights, and transparency into service performance
- Guide service evolution based on client requirements and changing operating model
- Drive quality client experience and service through thought leadership based on client feedback and our in-depth service knowledge and expertise
- Provide strategic insight into improvements across service delivery, product, technology, and operations, to create optimal client solutions
- Navigate our technology, product, and operations groups to improve service today, and build better solutions for the future
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
