Vice President, Client Service (Vietnam)

THE BANK OF NEW YORK MELLON; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

THE BANK OF NEW YORK MELLON is seeking a Vice President, Client Service (Vietnam) to lead strategic client service for Vietnam from Singapore. You will act as the senior escalation point, drive executive communications, and oversee Service Reviews aligned to SLAs and client outcomes.

You will manage Premium Vietnam-based clients with a consultative approach, conduct regular client calls, and coordinate with APAC product, operations, and sales teams to streamline journeys and enhance STP and

Qualifications

• Bachelor’s degree or the equivalent combination of education and experience is required.
• 10+ years of relevant product/financial experience in banking or client service.
• Fluent in business Vietnamese, written and conversational.
• Foundation in transaction banking product knowledge (FX, Payments, Trade Finance, Cash Management, etc)
• Excellent interpersonal skills and positive attitude.
• Strong analytical skills and detail-oriented.

Responsibilities

• Lead strategic client service for Vietnam, serving as the senior escalation point and driving executive-level communications, Service Reviews aligned to SLAs and client outcomes.
• Manage Premium clients based in Vietnam to elevate the client experience with a consultative approach.
• Conduct regular client calls to strengthen relationships and act as a trusted advisor.
• Act as client service point of contact for day-to-day inquiries and ensure timely response within SLAs.
• Orchestrate cross-functional partnerships across APAC with Product, Operations, Technology, Implementation, and Sales.
• Maintain familiarity with industry best practices and market intelligence to offer value-added services.

Skills

Leadership

Client service

Analytical skills

Interpersonal skills

Consultancy skills

Education

Bachelor’s degree

Job description

We’re seeking a future team member for the role of Vice President, Client Service (Vietnam) to join our Global Payments & Trade APAC team. This role is located in Singapore.

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

• Lead strategic client service for Vietnam, serving as the senior escalation point and driving executive-level communications, Service Reviews aligned to SLAs and client outcomes.
• Manage Premium clients based in Vietnam to elevate the client experience for a differentiated service with consultative approach for this client segment.
• Conduct regular client calls to strengthen relationships, understand client needs, and act as a trusted advisor in delivering service excellence.
• Act as client service point of contact for day-to-day inquiries and ensuring timely response by adhering to service levels for resolution and provide quality client experience
• Orchestrate cross-functional partnerships and regional coverage (APAC), collaborating with Product, Operations, Technology, Implementation, and Sales to streamline end-to-end client journeys and standardize best practices.
• Maintains familiarity with industry best practices and market intelligence to offer value added services such as client digital solutions
• Drives and plans service initiatives such as Service Account Plan and Service Reviews
• Champion digital enablement and process transformation across transaction banking (FX, Payments, Trade Finance, Cash Management), increasing STP, reducing defects, and improving turnaround times.
• Supports multiple geographies (when required) and client accounts across APAC

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

• Bachelor’s degree or the equivalent combination of education and experience is required.
• 10+ years of relevant product/financial experience in banking or client service
• Fluent in business Vietnamese, written and conversational. Fluency in another Asian language is an added advantage to cover our APAC client segments.
• Foundation in transaction banking product knowledge (FX, Payments, Trade Finance, Cash Management, etc)
• Possess excellent interpersonal skills and positive attitude.
• Strong analytical skills and detail-oriented. Consultancy or data analytics skills are added advantage to manage transformation initiatives.