Senior Director, Enterprise Client Experience & Onboarding

BNY Mellon; Florida; On-site; USD 180,000 - 240,000; Full time

Job summary

BNY Mellon seeks a Senior Director, Client Service Executive to lead white-glove support for our largest institutional clients in the United States. You will anchor escalation, manage executive relationships, and own end-to-end onboarding and SLA governance.

Ideal candidates have deep banking operations knowledge, proven experience with enterprise clients, and a track record of improving service quality through cross-functional leadership and proactive issue resolution.

Qualifications

• 15+ years of total work experience in operations and/or client services
• Minimum 10 years in banking, asset management, or financial services client services/operations
• Minimum 5+ years managing relationships with large institutional clients

Responsibilities

• Serve as the primary escalation point and relationship anchor for large institutional clients (banks, asset managers, insurance companies, pension funds)
• Own the client experience end-to-end; ensure every interaction reflects premium service quality
• Develop deep, strategic relationships with client C-suite and operations leadership
• Conduct quarterly business reviews and executive touchpoints to assess satisfaction and identify concerns early
• Resolve escalations swiftly and professionally, with full accountability to leadership
• Lead white-glove onboarding experiences for new enterprise clients
• Develop customized onboarding roadmaps that meet each client's operational needs and timelines
• Coordinate across internal teams to ensure seamless client activation
• Conduct kick-off meetings, training sessions, and knowledge transfer
• Monitor onboarding health; proactively identify and resolve blockers
• Own SLA accountability for assigned clients; track performance metrics against contractual commitments
• Establish internal SLA targets that exceed client commitments
• Monitor SLA dashboards; escalate breaches and develop corrective action plans
• Prepare monthly SLA reports for client review; address any gaps with accountability and action plans
• Serve as the internal orchestrator for client issues; identify root causes and coordinate fixes
• Manage scope, dependencies, and timelines for client-impacting work
• Chase internal stakeholders for decisions and deliverables
• Translate between client business needs and internal technical capabilities
• Maintain consistent, professional communication with all client touchpoints
• Prepare executive-level status reports, dashboards, and presentations
• Represent the firm professionally in all client interactions
• Lead client meetings with clear agendas, documented action items, and follow-up
• Gather client feedback on service quality and pain points
• Provide insights to leadership on client satisfaction trends
• Identify process improvements and champion enhancements to service quality
• Mentor and develop junior client services staff
• Provide guidance and escalation support to operations and account management teams

Skills

Executive relationship mgmt

SLA governance

Onboarding

Stakeholder mgmt

Operations knowledge

Education

MBA preferred

Bachelor's degree

Tools

CRM platforms

SLA dashboards

Job description

BNY Mellon seeks a Senior Director, Client Service Executive to lead white-glove support for our largest institutional clients in the United States. You will anchor escalation, manage executive relationships, and own end-to-end onboarding and SLA governance.

Ideal candidates have deep banking operations knowledge, proven experience with enterprise clients, and a track record of improving service quality through cross-functional leadership and proactive issue resolution.