Vice President, Client Service Management

BNY Mellon; New York (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

BNY Mellon in New York, NY is seeking a Vice President, Client Service Management for the Depositary Receipts team. You will serve as the senior point of contact for client service issues and help develop strategies to deliver world-class service.

You will collaborate with clients and internal partners to align needs with strategy, influence stakeholders, resolve complex issues, and support service improvements across multiple service lines.

Qualifications

• Bachelor's degree in Finance, Business Administration, or a related field.
• MBA or advanced degree preferred.
• 5–7 years of experience in client service or financial services.
• Mandarin language capabilities (written/verbal) strongly preferred.
• Strong client relationship management skills with ability to build long-term partnerships.
• Excellent problem-solving abilities with a client-centric approach.
• Effective verbal and written communication to influence stakeholders.

Responsibilities

• Serve as primary point of contact to Depositary Receipts clients on service issues.
• Collaborate with internal stakeholders to align client needs with commercial strategy.
• Identify trends with Analytics to drive service improvements.
• Ensure end-to-end client service delivery and monitor client satisfaction.
• Resolve complex issues across multiple services in partnership with Operations, Product, and Technology.
• Assist in evolving the client service model, including SLA changes.
• Engage in client service activities such as RFPs, KPIs, or client documents.
• Attend conferences and client meetings as needed.

Skills

Client relationship management

Problem solving

Communication skills

Mandarin language

Education

Bachelor's degree in Finance/Business

MBA or advanced degree preferred

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.

As a Vice President in Client Service Management, you serve as a point of contact to Depositary Receipts clients on service issues and assists in developing strategy to deliver world-class client service. Depending on the experience level of the individual, could serve as the senior point of contact with responsibilities to influence internal stakeholders and resolve more complex issues or resolve issues escalated by more junior team members. This position is integral to supporting BNY's strategic pillars by fostering strong client relationships and ensuring service excellence.

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.