Job Description

We9re seeking a future team member for the role of Vice President, Client Service Management to join our Global Collateral Platform. This role is located in Lake Mary.

Role Overview:

Responsible for the success, oversight, and client enablement of platforms, products, and services across the enterprise, including implementations, enhancements, changes, transitions, conversions, and complex remediation plans. The role partners with large or strategic clients and internal stakeholders to define requirements, manage delivery plans, resolve complex service issues, and ensure an exceptional end-to-end client experience.

This position requires strong project management, client relationship management, communication, and cross-functional coordination skills to drive outcomes across multiple products and platforms

In this role, you9ll make an impact in the following ways:

• Serve as a primary point of contact for clients, delivering end-to-end client service and monitoring client satisfaction across products and services.
• Partner with large or strategic clients and internal stakeholders to scope requirements that leverage standard product and service offerings or address acute issues impacting client health.
• Define and manage delivery plans for client implementations, product and platform configurations, service transitions, enhancements, changes, conversions, and complex remediation plans.
• Oversee and coordinate the implementation and set-up of products and services across internal and external stakeholders to ensure successful delivery.
• Track and maintain project plans, including critical milestones, dependencies, risks, and issues across the delivery lifecycle.
• Identify, escalate, and help remediate impediments and service issues in partnership with Operations, Client Coverage, Product, Technology, and other internal teams.
• Act as a liaison to clients, developing a strong understanding of their business needs and aligning solutions with BNY9s commercial strategy and service model.
• Design, write, and deliver effective communication strategies and status updates for internal and external stakeholders, including senior leadership.
• Implement and govern change control processes in response to client requests in partnership with relevant practices and platforms.
• Manage implementation closure and ensure timely communication and notification to all relevant stakeholders.
• Execute service commitments and contribute to the evolution of the client service model, including service level improvements and process changes.
• Cultivate and maintain healthy client service relationships through governance, escalation management, and proactive service engagement.
• Partner with Client Service Data, Insights & Analytics to identify trends, themes, and opportunities for proactive service improvements internally and externally.
• Identify opportunities for continuous improvement, digital adoption, and operational efficiencies that make it easier for clients to engage with BNY.
• Contribute to client growth and retention by identifying service-led opportunities that support client success, protect revenue, and enable strategic growth.
• Support sales and client service activities as needed, including creation of RFPs, KPIs, client communications, and other client-facing documents.
• Participate in client meetings, industry events, conferences, and seminars as appropriate.

To be successful in this role, we9re seeking the following:

• 5-10 years of total work experience preferred, ideally in triparty collateral management, securities operations, custody, settlements, repo, agency lending, secured loans, or markets & client operations.
• Experience managing client implementations, onboarding, transitions, or remediation efforts across multiple products and platforms.
• Strong background in client service, project delivery, or service management within financial services or a complex global organization.
• Ability to work across internal stakeholder groups including Operations, Product, Technology, Coverage, and senior leadership.
• Proven ability to manage complex client issues, service escalations, and delivery milestones in a fast-paced environment.
• Experience supporting client growth through service excellence and strategic partnership.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions.
• Excellent communication and interpersonal skills, capable of building strong relationships with clients and internal teams.

Key Skills and Competencies :

• Client relationship management
• Implementation and project management
• Product and platform enablement
• Issue resolution and escalation management
• Cross-functional collaboration
• Executive communication and stakeholder management
• Risk identification and mitigation
• Change management and governance
• Continuous improvement mindset
• Strategic thinking and commercial awareness

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 life9s 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 assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting.

Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee9s eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, the employee will be in an 49at will49 position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.