VP, Client Experience & Service Strategy

BNY Mellon; Jersey City (NJ); On-site; USD 150,000 - 230,000; Full time

Job summary

BNY Mellon in Jersey City, NJ seeks a Vice President, Client Service Management to join our Global Clearing team. You will serve as the primary client contact for service issues, drive world‑class service across multiple products, and collaborate with clients and internal teams to align needs with strategy.

You will analyze service data with internal partners, identify trends, and propose improvements. The role focuses on preserving client revenue, supporting client growth, and evolving the

Qualifications

• Bachelor's degree in Finance, Business Administration, or related field.
• Typically 5–7 years of experience.
• Strong client relationship management skills.
• Excellent problem-solving abilities.
• Effective verbal and written communication.

Responsibilities

• Serves as a point of contact to clients on service issues and assists in developing strategy to deliver world‑class client service across multiple products.
• Collaborate with clients and internal stakeholders to align client needs with BNY's commercial strategy.
• Proactively partnered with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and opportunities.
• Provides exceptional service to meet client expectations across all products and services.
• Work with clients to resolve complex issues across multiple products and manage incidents.

Skills

Client relationship management

Problem solving

Communication

Education

Bachelor's degree in Finance or Business Administration

Job description

We're seeking a future team member for the role of Vice President, Client Service Management to join our Global Clearing team. This role is located in Jersey City, NJ.

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

• Serves as a point of contact to clients on service issues and assists in developing strategy to deliver world-class client service across multiple products.

• Collaborate 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 products and services.

• Work with clients to resolve complex issues across multiple products; 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 possible 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.

• 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.

• Modified based upon local regulations / requirements.
  
  

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.
• Typically 5-7 years of experience.
• 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.