Vice President, Client Service Management

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.

The ideal candidate will have institutional financial services experience, with strong exposure to Separately Managed Accounts (SMAs)

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.

Based in Berwyn, PA, this position is integral to support BNY's strategic pillars by fostering strong client relationships and ensuring service excellence.

PRIMARY RESPONSIBILITIES:

• Serve as a point of contact to clients on service issues and assist 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 partner with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and suggesting opportunities.

• Provide exceptional service to meet client expectations across all products and services.

• Serve as primary point of contact and deliver end to end client service and monitor client satisfaction.

• 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.

• Contribute to client growth by helping to identify possible opportunities for their success

SKILLS AND EXPERIENCE

• 5-7 years of related work 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.

EDUCATION/QUALIFICATIONS:

• 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.