VP, Client Operations & Service Excellence

BNY; Houston (TX); On-site; Full time

Job description

JOB DESCRIPTION

The Vice President, Client Service Operations is a pivotal role within BNY, focusing on leading and enhancing client operations. The ideal candidate excels in client services (internal and external), operates effectively under tight timelines, and demonstrates rigorous attention to detail. This role supports day‑to‑day operational execution, exception management, and client issue resolution to ensure accurate, timely processing and outstanding client outcomes.

Responsibilities

• Handling client relationships and managing client accounts, and service requests, providing clear, professional communication and proactive issue follow‑up for internal stakeholders and external clients.
• Monitor, investigate and resolve exceptions, breaks, and inquiries across cash, securities and commercial paper workflows; escalate issues appropriately.
• Collaborate with cross‑functional teams (Operations, Client Service, Risk/Compliance, Technology) to resolve complex issues and implement remediation plans.
• Support new client onboarding, account setup, and validation of settlement instructions where applicable.
• Prepare and maintain procedural documentation, metrics, and reporting; contribute to continuous improvement initiatives.
• Ensure adherence to operational risk, compliance and control frameworks; follow established SOPs while identifying opportunities for process improvement.

Qualifications

• Bachelor’s degree in business, finance or a related field.
• Advanced degree or professional certification preferred.
• Typically 7–12 years of experience.
• Familiarity with market utilities and messaging (e.g., SWIFT, Fedwire, DTCC/NSCC, custodians, counterparties) preferred.
• Excellent communication and interpersonal skills to collaborate effectively with stakeholders. Proven client service experience across internal stakeholders and external institutional clients.
• Demonstrated ability to operate within tight timelines and market cutoffs with high accuracy and accountability.
• Exceptional attention to detail with a strong control mindset and familiarity with audit and risk requirements.

Skills and Competencies

• Excellent communication and interpersonal skills to collaborate effectively with stakeholders. Proven client service experience across internal stakeholders and external institutional clients.
• Demonstrated ability to operate within tight timelines and market cutoffs with high accuracy and accountability.
• Exceptional attention to detail with a strong control mindset and familiarity with audit and risk requirements.
• Solid understanding of settlement cycles, market infrastructure and standard messaging/confirmation processes.

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, supporting health, personal resilience and financial goals. The benefits package includes paid leave and volunteer time across the organization.

Equal Employment Opportunity

BNY is an Equal Employment Opportunity/Affirmative Action Employer – Under‑represented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.