Vice President, Client Service Management

BNY; Devon (PA); On-site; USD 160,000 - 210,000; Full time

Benefits offered by this job

Paid vacation

Sick time

Volunteer time

401(k) plan

Medical insurance

Dental insurance

Vision insurance

Basic life insurance

Discretionary incentive awards

Job summary

BNY in Berwyn, PA seeks a Vice President in Client Service Management to act as a senior liaison between clients and the organization, shaping world‑class service across multiple products and influencing internal stakeholders.

You will resolve complex issues, partner with Operations, Product, and Technology, and lead efforts to evolve service models, monitoring satisfaction and identifying opportunities for client growth.

Qualifications

• Bachelor's degree in Finance, Business Administration, or related field (or equivalent experience).
• MBA preferred for advanced leadership.
• 5–7 years in institutional financial services or equivalent.
• Strong client relationship management and communication skills.

Responsibilities

• Serve as point of contact to clients on service issues and help develop strategies for world‑class client service across multiple products.
• Collaborate with clients and internal stakeholders to align needs with BNY's commercial strategy.
• Partner with Data, Insights & Analytics to identify trends and opportunities to improve service.
• Deliver exceptional service across all products and monitor client satisfaction.
• Resolve complex issues across products by coordinating with Operations, Client Coverage, Product, and Technology teams.

Skills

Client relationship management

Problem solving

Verbal and written communication

stakeholder influence

Education

Bachelor's degree in Finance or Business Administration

MBA preferred

Job description

Vice President in Client Service Management
As a senior point of contact, you will serve as a primary liaison between clients and the organization, helping to develop and deliver world‑class client service across multiple products. You will influence internal stakeholders, resolve complex client issues, and support BNY’s strategic pillars by fostering strong client relationships and ensuring service excellence in Berwyn, PA.

Primary Responsibilities

• Serve as a point of contact to clients on service issues and assist in developing strategies to deliver world‑class client service across multiple products.
• Collaborate with clients and internal stakeholders to align client needs with BNY's commercial strategy.
• Partner with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and suggesting opportunities.
• Provide exceptional service to meet client expectations across all products and services.
• Serve as primary point of contact and deliver end‑to‑end client service while monitoring client satisfaction.
• Resolve complex issues across multiple products; manage incidents reactively and collaborate with Operations, Client Coverage, Product, and Technology teams.
• Execute service commitments and help evolve the client service model, including SLA evolution and changes.
• Help identify opportunities for client growth and success.

Skills and Experience

• 5‑7 years of related work experience in institutional financial services.
• Strong client relationship management skills, with the ability to build and maintain long‑term partnerships.
• Excellent problem‑solving abilities, capable of resolving complex issues with a client‑centric approach.
• Effective communication skills, both verbal and written, to articulate solutions and influence stakeholders.

Education and Qualifications

• Bachelor's degree in Finance, Business Administration, or a related field, or the equivalent combination of education and experience.
• Advanced degree (e.g., MBA) preferred.

Benefits and Rewards

BNY offers a highly competitive compensation and benefits package, including paid vacation, sick time, volunteer time, and access to a 401(k) plan, medical, dental, vision, and basic life insurance. Eligible employees may also receive discretionary incentive awards and other benefits depending on the position offered.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.