Senior Vice President, Client Service Executive

Overview

We’re seeking a future team member for the role of Senior Vice President, Client Service Executive to join our Client Services team. This role is located in Everett, MA.

• Serves as a senior point of contact to major clients on moderately complex service issues and assists in developing strategy to deliver world-class client service across products or platforms.
• Collaborates with clients and influences internal stakeholders to align client needs with BNY’s commercial strategy.
• Proactively partners with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and opportunities.
• Ensures exceptional service meets client expectations across all products and services.
• Drive and manage end to end client service delivery model for Major clients; to include participation developing the strategy to align client needs and monitor client satisfaction.
• Work with Major clients to resolve moderately complex issues across products or platforms; manage issues / incidents (reactive) and act as the central point of contact with internal partners, as needed (Operations, Client Coverage, Product, and Technology).
• Monitor and ensure execution of service commitments and evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes).
• Leveraging a deep understanding of clients’ business; identify opportunities to make it easier for clients to engage with us and opportunities for continuous service improvement, including digital adoption to foster the overall culture.
• Foster client growth by identifying opportunities for their success – resulting in protecting revenue of existing clients and identifying opportunities to support Client Coverage via service-led sales.
• Drive outcomes through influence and act as the central point of contact across key business partners throughout the organization.
• Consult on and participate in client service activities related to sales support, including creation of RFPs and client visits.
• Will attend conferences, seminars, and may have speaking engagements at industry events and represent BNY.

• Bachelor’s degree or the equivalent combination of education and experience is required with an MBA preferred.
• 7-10 years of total work experience in an operational area and/or client services preferred.