Vice President, Client Service Management

BNY; New York (NY); On-site; USD 160,000 - 260,000; Full time

Job summary

BNY is seeking a Vice President, Client Service Management to lead the Depositary Receipts client service function in New York. You will own key client relationships, oversee end-to-end service delivery, and drive improvements across multiple service lines to meet client expectations.

The role requires strong relationship management, problem-solving, and strategic thinking, with collaboration across operations, product, technology, and client coverage.

Qualifications

• Bachelor's degree in Finance, Business Administration, or related field.
• Advanced degree (MBA) preferred.

Responsibilities

• Serve as main contact for Depositary Receipts clients on service issues.
• Collaborate with clients and internal stakeholders to align client needs with strategy.
• Improve service by identifying trends with Analytics.
• Deliver end-to-end client service and monitor satisfaction.
• Resolve complex issues across services with internal partners as needed.
• Support service commitments and evolve the client service model (SLA changes).
• Identify opportunities for continuous service improvement and digital adoption.
• Support client growth and protect revenue through service-led opportunities.

Skills

Client relationship mgmt

Problem solving

Communication

Strategic thinking

Education

Bachelor's degree in Finance/Business

MBA preferred

Job description

Job Description

We're seeking a future team member for the role of Vice President, Client Service Management to join our Depositary Receipts team. This role is located in New York, NY.

In this role you'll make an impact in the following ways:

• Serves as a point of contact to Depositary Receipts clients on service issues and assists in developing strategy to deliver world-class client service.
• Collaborates with clients and internal stakeholders to align client needs with BNY's commercial strategy.
• Proactively partners with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and suggesting opportunities.
• Provides exceptional service to meet client expectations across all services.
• Serves as primary point of contact and delivers end-to-end client service and monitors client satisfaction. More senior team members will manage end-to-end client service and monitor client satisfaction.
• Work with clients to resolve complex issues across multiple services; manage issues / incidents (reactive) and collaborate with internal partners to resolve issues, as needed (Operations, Client Coverage, Product, and Technology).
• Execute service commitments and help evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes).
• Gain a solid understanding of client's business which will help identify possible opportunities to make it easier for clients to engage with us. In conjunction, help identify and suggest opportunities for continuous service improvement, including digital adoption to foster the overall culture.
• Contribute to client growth by helping to identify possible opportunities for their success - resulting in protecting revenue of existing clients and identifying possible opportunities to support Client Coverage via service-led sales.
• Partners with internal business partners throughout the organization in support of achieving intended outcomes. More senior team members will drive outcomes and as the central point of contact across business partners throughout the organization.
• May engage in client service activities related to client service or sales support, including creation of RFPs, KPIs or client documents.
• May attend conferences, seminars, industry events and client meetings.

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

• 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.
• 5-7 years of experience.
• Mandarin language capabilities (written/verbal) strongly preferred.
• 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.

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. We provide access to flexible global resources and tools for your life’s journey. 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.

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.