Job DescriptionWe'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 Lake Mary, FL or Pittsburgh, PA.
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.
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 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 employee's 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 "at will" 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.
