Vice President, Client Service Management

BNY; Boston (MA); Presencial; USD 180.000 - 240.000; Jornada completa

Descripción de la vacante

BNY is seeking a Vice President, Client Service to join our Client Services team in Boston or New York. You will own high-level client relationships, translate business needs into service requirements, and drive strategic service improvements across operations, technology and product lines.

You will lead cross-functional collaboration, escalate critical issues, and deliver analytics that enhance the client experience while supporting business development efforts.

Formación

• Bachelor's degree or the equivalent combination of education and experience is required.
• 7–10 years minimum related work experience preferred.
• Experience resolving complex or non-routine client issues.

Responsabilidades

• 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 and keep stakeholders informed.

Conocimientos

Relationship management

Strategic client service

Escalation management

Cross-functional collaboration

Communication skills

Business acumen

Educación

Bachelor's degree

Descripción del empleo

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