Job Overview
Vice President, Client Service Management – Client Services Team, Manchester.Responsible for managing a portfolio of Asset Servicing commercial relationships in the EMEA region. The role serves as the senior point of contact, driving relationship profitability, satisfaction, cross‑sell opportunities, and overall service delivery. The VP acts as a trusted advisor, leading and coordinating client team members and partnering with product, operations, credit, Treasury and other BNY Mellon functional partners.
Key Responsibilities
- Collaborate
- Develop a thorough understanding of clients’ business, operating model and technology strategy.
- Deliver exceptional service aligned to clients’ needs and expectations across BNY’s product and services offering.
- Act as the central point of escalation across all Operations, Technology and service delivery.
- Cultivate a deep relationship and appreciation for what drives clients’ service requirements.
- Facilitate communication across clients’ organization (e.g., industry news, regulatory and BNY change, product evolution).
- Evolve
- Maintain a culture of continuous service improvement across all products and services.
- Monitor service quality, product performance and overall client experience to proactively anticipate potential issues and opportunities.
- Deliver robust operational analytics, insights and transparency into service performance, leveraging industry‑leading interfaces.
- Guide service evolution based on client requirements and changing operating model.
- Transform
- Drive high‑quality client experience and service, operating model improvements, product innovation and thought leadership based on client feedback and our in‑depth service knowledge.
- Provide strategic insight into improvements across service delivery, product, technology and operations to create optimal client solutions.
- Navigate technology, product and operations groups to improve service today and build better solutions for the future.
Qualifications
- The account manager has ultimate responsibility and will be held accountable for the overall health and growth of the client relationship.
- Identify opportunities to evolve client business for incremental account growth.
- Work with external clients to resolve complex day‑to‑day issues and direct them to appropriate resources at BNY.
- Lead team members in providing support to clients in addressing and resolving complex operational and technical issues and ensuring requests are executed.
- Apply advanced problem‑solving skills, judgment and experience to analyze information and deliver high‑quality service to a specialized client base.
- Provide key individuals at assigned clients with information related to BNY’s products and services across a broad array of lines of business and geographies, leveraging an in‑depth understanding of broader BNY services and offerings.
- Build strong, collaborative relationships, both internally and externally with our clients.
- Operate with a sense of urgency and prioritise effectively.
- Communicate clearly and concisely and adapt style depending on audience.
- Apply strong controls focus and know when to escalade.
- Bachelor’s degree or equivalent combination of education and experience is required.
- Demonstrate strong leadership skills and provide guidance to less experienced team members.
Desired Experience
- Experience in an operational area and/or client services preferred.
- Knowledge of common processes governing client arrangements such as Global Custody Agreements, pricing approaches and client profitability analyses.
- Proven ability to resolve the most complex or non‑routine client issues or inquiries and contribute to business development efforts.
- Bachelor’s degree or equivalent combination of education and experience is required.
Benefits and Rewards
BNY offers highly competitive compensation, benefits and wellbeing programs rooted in a strong culture of excellence. Benefits include flexible global resources and tools, generous paid leave, paid volunteer time, and a focus on health and personal resilience.
BNY is an Equal Employment Opportunity/Affirmative Action Employer – Underrepresented racial and ethnic groups / Females / Individuals with Disabilities / Protected Veterans.
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