VP, Client Service & Growth Strategy

BNY Mellon; Pittsburgh (Allegheny County); On-site; USD 150,000 - 190,000; Full time

Job summary

BNY Mellon is seeking a VP, Client Service Manager to join the Global Payments & Trade team. The role can be located in Lake Mary, FL or Pittsburgh, PA, and requires driving end-to-end client service across multiple GP&T products and resolving complex issues.

You will act as SME, oversee SLA/KPI delivery, and coach colleagues while identifying growth opportunities and driving continuous improvement. Strong analytics and stakeholder collaboration are essential.

Qualifications

• Bachelor's degree in Finance, Business Administration, or equivalent.
• Advanced degree (MBA) preferred.
• Typically 5–7 years of experience in client service or 금융/treasury services.

Responsibilities

• Serve as primary contact for complex, multi-product client situations; deliver end-to-end service and monitor satisfaction.
• Act as GP&T SME with knowledge of products, operational flows, and supporting technology.
• Engage Segment Managers and Service Executives; act as Officer-in-Charge for priority calls and escalations.
• Ensure execution of SLAs/KPIs; provide data-driven recommendations for service model evolution.
• Maintain QA oversight for processes, controls, and communications to drive consistency.
• Identify service-led growth opportunities; protect revenue and support RFPs, KPIs, and client reviews.
• Manage queue health and rebalance capacity as needed.

Skills

GP&T product

Escalation management

Data analytics

Stakeholder engagement

Service-led sales

Education

Bachelor's in Finance

Bachelor's in Business Administration

MBA (preferred)

Job description

BNY Mellon is seeking a VP, Client Service Manager to join the Global Payments & Trade team. The role can be located in Lake Mary, FL or Pittsburgh, PA, and requires driving end-to-end client service across multiple GP&T products and resolving complex issues.

You will act as SME, oversee SLA/KPI delivery, and coach colleagues while identifying growth opportunities and driving continuous improvement. Strong analytics and stakeholder collaboration are essential.