Vice President, Client Service Management

BNY; Boston (MA); On-site; USD 180,000 - 260,000; Full time

Job summary

BNY in Boston/New York seeks a Vice President, Client Service to lead and elevate service delivery for strategic clients. You will serve as a key liaison across Operations, Technology and product teams, translating client needs into actionable improvements and ensuring high-impact outcomes.

You will build strong relationships with senior client and business leaders, monitor service quality, and drive analytics to inform decisions while guiding service evolution and ensuring an exceptional client

Qualifications

• Proven experience managing large, complex client accounts
• Ability to resolve non-routine client issues and drive business results
• Deep knowledge of products/services across multiple geographies

Responsibilities

• Lead client service delivery for strategic accounts
• Act as central escalation point across Operations, Technology and service delivery
• Develop relationships with senior client and business leaders
• Monitor client experience and service quality, and drive improvements
• Provide analytics and transparency into service performance
• Guide service evolution based on client requirements

Skills

Client relationship management

Strategic thinking

Executive communication

Education

Bachelor's degree or equivalent

Job description

Job Description

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

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.
• 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.
• 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.

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.