Senior Director, Client Service Executive Manager

BNY; Greater London; On-site; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

Paid leave including volunteer time

Wellbeing programs

Equal employment opportunity

Job summary

BNY is seeking a senior client service leader to act as the primary executive contact for major clients, shaping enterprise-wide strategy across multiple platforms and products. The role involves directing internal teams to align client needs with BNY's commercial strategy and proactively partnering with analytics to uncover opportunities.

The successful candidate will own end-to-end service delivery, monitor client satisfaction, and manage the most complex issues with cross-functional teams.

Qualifications

• Bachelor's degree or the equivalent combination of education and experience is required, MBA preferred.
• 15+ years of total work experience with 5-7 years of management experience preferred.
• Experience in an operational area and/or client services preferred.

Responsibilities

• Acts as the most senior point of contact to major clients on complex service issues and develops enterprise-wide strategy for world-class client service across platforms/products.
• Directs work of internal stakeholders to align client needs with BNY's commercial strategy and partners with Client Service Data, Insights & Analytics to identify trends and opportunities.
• Owns end-to-end client service delivery model and ensures services align with strategy and vision.
• Monitors client satisfaction for major clients and leads the escalation and resolution of the most complex issues across products/platforms.
• Develops and executes service commitments, evolving the client service model with key counterparts to drive efficiencies.
• Communicates proactively with deep understanding of client business, and identifies opportunities to support client growth and retention.

Skills

Strategic leadership

Client relationship management

Cross-functional collaboration

Operational strategy

Stakeholder management

Education

Bachelor's degree

MBA preferred

Job description

Job Description

In this role, you'll make an impact in the following ways:

Serves as the most senior point of contact to Major clients on complex service issues and independently develops enterprise-wide strategy to deliver world-class client service across multiple platforms/products.

Collaborates with clients and directs the work of internal stakeholders to align client needs with BNY's commercial strategy. Proactively partners with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and presenting opportunities.

Ensures exceptional service meets client expectations across all products and services.

Develop overall client service strategy for the largest and most strategic Major clients.

Own end-to-end client service delivery model by ensuring the client service teams align with the overall strategy and vision.

Monitor client satisfaction for Major clients and/or multiple strategic clients.

Participate in the lead to ledger cycle of prospective new strategic clients. Manage and resolve the most complex issues across multiple products/platforms; manage issues / incidents (reactive) and directs the work of our partners as needed (Operations, Client Coverage, Product, and Technology).

Develop and manage the execution of service commitments and evolve the client service model in partnership with key counterparts, including identifying and pursuing client efficiencies (e.g., SLA evolution and changes).

Communicate proactively with a deep understanding of client's business, proactively provide thought leadership to make it easier for clients to engage with us. Foster client growth by identifying and creating opportunities for their success - resulting in protecting revenue of existing clients and identifying opportunities to support Client Coverage via service-led sales.

Build capabilities in their teams to develop opportunities for continuous service improvement, including digital adoption to foster the overall culture. Leverage relationships by being the central point of contact across key business partners throughout the organization to create and drive successful client outcomes.

When needed, manage the client service offerings in support of prospecting/sales, including creation of RFPs and client visits for the most strategic clients/prospects.

Provide thought leadership and industry expertise to clients by attending conferences, seminars, and speaking at industry events and representing BNY.

To be successful in this role, we're seeking the following:

Recruits, directs, motivates, and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team.

Modified based upon local regulations / requirements

• Bachelor's degree or the equivalent combination of education and experience is required with an MBA preferred.

15+ years of total work experience with at least 5-7 years of management experience preferred. Experience in an operational area and/or client services preferred.

About Us

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 is all about. Join us and be part of something extraordinary.

About The Team

At BNY, our culture speaks for itself, check out the latest BNY news at: BNY Newsroom & BNY LinkedIn

Here’s a Few Of Our Recent Awards

• America's Most Innovative Companies, Fortune, 2025
• World's Most Admired Companies, Fortune 2025
• "Most Just Companies", Just Capital and CNBC, 2025

Our Benefits And Rewards

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.