VP, Global Client Service & Collateral Platform

BNY Mellon; Florida; On-site; USD 160,000 - 210,000; Full time

Job summary

BNY Mellon in Lake Mary, FL is seeking a Vice President, Client Service Management to lead end-to-end client service for platforms and products, coordinating with Operations, Product, Technology, and Sales to drive successful implementations and ongoing client enablement.

The role requires strong project management and executive communication, with a focus on client health, service level improvements, and strategic growth.

Qualifications

• 5-10 years of total work experience preferred in triparty collateral management, securities operations, or related areas.
• Experience managing client implementations, onboarding, transitions, or remediation across multiple products and platforms.
• Strong background in client service or service management within financial services or a complex global organization.
• Ability to work across Operations, Product, Technology, Coverage, and senior leadership.
• Proven ability to manage complex client issues, service escalations, and delivery milestones.
• Excellent communication and interpersonal skills.

Responsibilities

• Serve as a primary point of contact for clients, delivering end-to-end client service and monitoring client satisfaction across products and services.
• Partner with large or strategic clients and internal stakeholders to scope requirements leveraging standard offerings or addressing issues impacting client health.
• Define and manage delivery plans for client implementations, product and platform configurations, service transitions, enhancements, changes, conversions, and remediation plans.
• Oversee and coordinate the implementation and setup of products and services across internal and external stakeholders to ensure successful delivery.
• Track and maintain project plans, milestones, dependencies, risks, and issues across the delivery lifecycle.
• Identify and remediate impediments and service issues with Operations, Client Coverage, Product, Technology, and other teams.
• Act as a liaison to clients, understanding their business needs and aligning solutions with BNY's strategy.
• Design and deliver effective communication strategies and status updates for stakeholders including senior leadership.
• Implement and govern change control processes in response to client requests.
• Manage implementation closure and timely communication to all stakeholders.
• Execute service commitments and evolve the client service model with improvements.
• Cultivate and maintain healthy client relationships through governance and proactive service engagement.
• Partner with Client Service Data, Insights & Analytics to identify trends and opportunities for improvements.
• Identify opportunities for continuous improvement and digital adoption to ease client engagement.
• Support sales and client service activities, including RFPs, KPIs, and client-facing documents.
• Participate in client meetings and industry events as appropriate.

Skills

Client relationship management

Implementation project mgmt

Cross-functional collaboration

Executive communication

Strategic thinking

Job description

BNY Mellon in Lake Mary, FL is seeking a Vice President, Client Service Management to lead end-to-end client service for platforms and products, coordinating with Operations, Product, Technology, and Sales to drive successful implementations and ongoing client enablement.

The role requires strong project management and executive communication, with a focus on client health, service level improvements, and strategic growth.