Vice President, Client Service Management

BNY Mellon; Boston (MA); On-site; USD 140,000 - 220,000; Full time

Job summary

BNY Mellon seeks a Vice President, Client Service Management to lead and optimize service delivery for large client accounts in Boston or New York. The role emphasizes deep client understanding, strategic collaboration across Operations, Technology, and product lines, and delivering measurable service improvements.

The successful candidate will manage senior client relationships, drive issues to resolution, and spearhead service analytics and transparency.

Qualifications

• 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.

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.

Skills

Client relationship management

Cross-functional collaboration

Operational issue resolution

Strategic thinking

Education

Bachelor's degree

Job description

Vice President, Client Service Management

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 in the following ways:

• 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

To be successful in this role, you will need to have:

• 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.

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

• 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