BNY Mellon
Overview
Vice President, Client Service Management at BNY. Our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. With 50,000+ employees worldwide, we deliver solutions with clients that benefit businesses, communities and people everywhere. We are a leader in the industry and are recognized for innovation and an inclusive workplace. This role is part of BNY Wealth Management, focused on helping successful individuals and their families build, manage and sustain wealth across generations and market cycles. We’re seeking a future team member for the role of Vice President, Client Service Management to join our Wealth Management team. This role is located in Lake Mary, FL HYBRID. 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 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 while monitoring 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 clients’ business to identify opportunities to make it easier for clients to engage with us. Identify opportunities for continuous service improvement, including digital adoption to foster the overall culture. Contribute to client growth by identifying opportunities for success—protecting revenue of existing clients and identifying opportunities to support Client Coverage via service-led sales. Partner with internal business partners to achieve 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. Recruit, direct, motivate, and develop staff, maximizing their contribution, growth, and teamwork. Modified based upon local regulations / requirements. Qualifications
Bachelor's degree or the equivalent combination of education and experience is required with an MBA preferred. 5-7 years of total work experience with at least 0-1 years of management experience preferred. Experience in an operational area and/or client services preferred. Awards & Benefits
At BNY, our culture speaks for itself. Here are a few of our awards: America’s Most Innovative Companies, Fortune, 2024 World’s Most Admired Companies, Fortune 2024 Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024 Best Places to Work for Disability Inclusion, Disability: IN – 100% score, 2023-2024 Most Just Companies, Just Capital and CNBC, 2024 Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024 Bloomberg’s Gender Equality Index (GEI), 2023 Our Benefits and Rewards: BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter. BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.
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Vice President, Client Service Management at BNY. Our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. With 50,000+ employees worldwide, we deliver solutions with clients that benefit businesses, communities and people everywhere. We are a leader in the industry and are recognized for innovation and an inclusive workplace. This role is part of BNY Wealth Management, focused on helping successful individuals and their families build, manage and sustain wealth across generations and market cycles. We’re seeking a future team member for the role of Vice President, Client Service Management to join our Wealth Management team. This role is located in Lake Mary, FL HYBRID. 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 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 while monitoring 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 clients’ business to identify opportunities to make it easier for clients to engage with us. Identify opportunities for continuous service improvement, including digital adoption to foster the overall culture. Contribute to client growth by identifying opportunities for success—protecting revenue of existing clients and identifying opportunities to support Client Coverage via service-led sales. Partner with internal business partners to achieve 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. Recruit, direct, motivate, and develop staff, maximizing their contribution, growth, and teamwork. Modified based upon local regulations / requirements. Qualifications
Bachelor's degree or the equivalent combination of education and experience is required with an MBA preferred. 5-7 years of total work experience with at least 0-1 years of management experience preferred. Experience in an operational area and/or client services preferred. Awards & Benefits
At BNY, our culture speaks for itself. Here are a few of our awards: America’s Most Innovative Companies, Fortune, 2024 World’s Most Admired Companies, Fortune 2024 Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024 Best Places to Work for Disability Inclusion, Disability: IN – 100% score, 2023-2024 Most Just Companies, Just Capital and CNBC, 2024 Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024 Bloomberg’s Gender Equality Index (GEI), 2023 Our Benefits and Rewards: BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter. BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.
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