Job DescriptionWe're seeking a future team member for the role of a
Senior Vice President, Client Service to join our Client Services team.
This role is located in Pittsburgh, PA.
In this role, you'll make an impact in the following ways:
- Develop a thorough understanding of our client's 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 our clients' service requirements
- Facilitate communication across our clients' organization (e.g., industry news, regulatory and BNY change, product evolution)
- Maintain a culture of continuous service improvement across all products and services
- Monitor service quality, product performance, and overall client experience with a view 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
- 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 and expertise
- Provide strategic insight into improvements across service delivery, product, technology, and operations, to create optimal client solutions
- Navigate our technology, product, and operations groups to improve service today, and build better solutions for the future
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.
- Strong leadership skills with the ability to guide and assign work to less experienced team members.
- Excellent communication skills and the ability to build and maintain relationships with senior client and business leaders.
To be successful in this role, we're seeking the following
- Bachelor's degree or the equivalent combination of education and experience is required
- 7-10 years minimum related work experience preferred
- Experience and familiarity with US Asset Owners, Public and Corporate Pensions, Endowments and Foundations a plus
- Experience in an operational area and/or client services preferred
- Proven ability to resolve the most complex or non-routine client issues or inquiries and contribute to business development efforts
- No direct reports; provides guidance to less experienced team members and supports multiple, complex client accounts
