Vice President, Client Service Management

We’re seeking a future team member for the role of Vice President, Client Service to join our Client Services team. 

This role requires fluency in Spanish and/or Portuguese, along with proven experience delivering exceptional client service to institutional clients across Financial Services, Investment Banking, Asset Management, Asset Servicing, or Asset Owner organizations.

This role is located in Lake May, FL.

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.

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

• Proven experience working with large, complex client accounts and resolving critical, non-routine client issues.

• Acquire deep knowledge of products and services across multiple lines of business and geographies.

• Excellent communication skills and the ability to build and maintain relationships with senior client and business leaders.

• 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