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BNY · 12 hours ago

Vice President, Client Service Management

Lake Mary, FL

Full-time

Onsite

Mid, Senior Level

7+ years exp

BNY is a leading global financial services company that influences nearly 20% of the world’s investible assets. The Vice President, Client Service Management will serve as a point of contact for clients, develop strategies for world-class service, and collaborate with internal stakeholders to align client needs with the company's commercial strategy.

Financial Services

Responsibilities

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

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 possible 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

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

Qualification

Client Service ManagementFinancial ServicesAnalytical SkillsOperational ExperienceRetirement Account ExpertiseCommunication SkillsMotivatedTeam DevelopmentExtraverted TraitsProfessionalismSIE LicensingSeries 7 LicensingProblem SolvingOrganizational Skills