Vice President, Client Service Management

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. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.

We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.

As a leading wealth manager, BNY Wealth Management is focused on helping successful individuals and their families build, manage and sustain their wealth across generations and market cycles. Through a unique service model focused on five Active Wealth practices — Investing, Borrowing, Spending, Managing Taxes, Protecting Legacies — they help clients in the U.S. and abroad achieve stronger after-tax performance to help maintain their wealth over generations.

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.

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. 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. Modified based upon local regulations / requirements.

To be successful in this role, we’re seeking the following :

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.

At BNY, our culture speaks for itself. Here’s 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.