Job Description

We're seeking a future team member for the role of VP, Client Service Manager to join our Global Payments & Trade team. This role is located in New York, NY.

Serve as senior SME for assigned client portfolio and backup escalation point supporting the Team Lead, delivering end-to-end client service across multiple GP&T products and driving complex issue resolution and continuous improvement.

In this role, you'll make an impact in the following ways:
• Serve as primary contact for complex, multi-product client situations; deliver end-to-end service and monitor satisfaction.
• Act as GP&T SME with holistic knowledge of products, operational flows, and supporting technology infrastructure across segments.
• Engage Segment Managers/Service Executives and act as Officer-in-Charge for priority calls and complex escalations.
• Ensure execution of service commitments (SLAs/KPIs); provide data-driven recommendations for client service model evolution.
• Maintain quality assurance oversight for processes, controls, and communications to drive consistency and auditability.
• Identify service-led growth opportunities; protect revenue and support RFPs, KPIs, client documents, and reviews.
• Manage segment/sub-segment queue health (intake, prioritization, timely handling); rebalance capacity as needed.
• Provide clear status, risk, and remediation updates on open issues and commitments.
• Use data analytics to drive root-cause identification, trend analysis, and preventive improvements; embed lean thinking and promote digital adoption.
• Help coach and develop Client Service specialists through guidance and case reviews; uplift team capability without direct line management.

Skills & Competencies
• Deep GP&T product and operational flow expertise.
• Independent thinker with sound decision making under difficult situations, and escalation management.
• Data analytics for trend analysis and preventive improvement.
• Stakeholder engagement and cross-functional coordination.
• Service-led sales support and revenue protection awareness.

Core KPIs / Success Measures
• Resolution of complex incidents and escalations with durable corrective actions.
• SLA/KPI performance and quality assurance outcomes.
• Identification and enablement of service-led growth opportunities.
• Contribution to continuous improvement and team capability building.

Key Stakeholders & Collaboration Points
• Service Managers, Service Executives, Operations, Product, Technology, Sales, Enablement and Risk.
• External clients for complex reviews and communications.
• Cross-functional internal leadership and partners.

Tools & Systems Used
• Advanced case management and tracking tools.
• Analytics and reporting platforms for SLA/KPI monitoring.
• Collaboration and communication systems.

Governance, Controls, and Compliance Considerations
• Comply with firm / Client Service policies, Risk Framework and professional conduct standards.
• Ensure auditability of processes and communications; maintain control effectiveness.
• Escalate matters with client impact or regulatory implications promptly.

Training & Readiness Expectations
• Complete mandatory Learnings; maintain current knowledge of tools, systems, and controls.
• Meet Service objectives and training journey requirements.
• Share best practices and product/flow expertise with team members.

Escalation Paths and Oversight Cadence
• Weekly team meetings for alignment and review.
• Monthly one-on-one meetings for progress and development.
• Mid-year and end-of-year performance conversations and evaluation.

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

• Bachelor's degree in Finance, Business Administration, or a related field or the equivalent combination of education and experience.
• Advanced degree (e.g., MBA) preferred.
• Typically 5-7 years of experience.