Director, Client Service Executive Manager

BNY; Florida; On-site; USD 150,000 - 220,000; Full time

Job summary

BNY is seeking a Director, Client Service Executive Manager in Lake Mary, FL to lead the end-to-end client service model for major clients. You will guide strategy, align client needs with our service model, and partner with internal teams to resolve complex issues across products.

The role emphasizes achieving client satisfaction, driving service improvements, and protecting revenue through service-led growth with collaboration across the organization.

Qualifications

• Bachelor's degree or equivalent; MBA preferred.
• 10-15 years total work experience with 3-5 years management experience preferred.
• Experience in operational areas and/or client services preferred.

Responsibilities

• Acts as senior point of contact to Major clients on complex service issues.
• Coordinates with internal stakeholders to align client needs with BNY's strategy.
• Partners with Analytics to improve service using trends and insights.
• Ensures exceptional service across all products and services.
• Owns end-to-end client service delivery for largest, most complex clients.

Skills

Strategic leadership

Client relationship mgmt

Cross-functional collaboration

SLA & service delivery

Education

Bachelor's degree

MBA preferred

Tools

CRM systems

Job description

Job Description

We’re seeking a future team member for the role of Director, Client Service Executive Manager to join our Client Service team. This role can be located in Lake Mary, FL. In this role, you’ll make an impact in the following ways:

• Serves as a senior point of contact to Major clients on complex service issues and independently develops strategy to deliver world-class client service across multiple products or platforms.
• Collaborates with clients and coordinates 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 opportunities.
• Ensures exceptional service meets client expectations across all products and services.
• Own the end-to-end client service delivery model for our largest and most complex Major clients, including developing the strategy to align client needs with BNY's service model and monitoring client satisfaction.
• Manage and resolve the most complex issues across multiple products/platforms; manage issues / incidents (reactive) and act as the central point of contact with internal partners, as needed (Operations, Client Coverage, Product, and Technology).
• Review and manage the execution of service commitments and evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes).
• Communicate proactively with a comprehensive understanding of client's business, provide thought leadership to make it easier for clients to engage with us.
• Foster client growth by identifying 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.
• Acts as the central point of contact across key business partners throughout the organization.
• Advise on and participate in client services activities related to sales support, including creation of RFPs and client visits. Shares expertise by attending conferences, seminars, and speaking at industry events and representing BNY.
• 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.

Minimum Requirements

• Bachelor's degree or the equivalent combination of education and experience is required with an MBA preferred.
• 10-15 years of total work experience with at least 3-5 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.

BNY assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting.

Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, the employee will be in an at will position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.