At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.

We’re seeking a future team member for the role of Vice President, Client Service Manager to join our Client Services team. This role is located in Lake Mary.

As a Vice President in Client Service Management, you serve as a point of contact to clients on service issues and assists in developing strategy to deliver world-class client service across multiple products. 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 clients on service issues and assists in developing strategy to deliver world-class client service across multiple products.
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 products and 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 products; manage issues / incidents (reactive) and collaborates 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.
Recruits, directs, motivates, and develops staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team.

To be successful in this role, you will need to have:

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."

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.
Typically 5-7 years of experience with at least 0-1 years of management experience preferred.

Vice President, Client Service Management Manager

Key skills

About this role