Director, Client Service Executive

Job description

Serves as a senior point of contact to Major clients on complex service issues and independently develops strategy to deliver world-class client service across multiple products or platforms. Collaborates with clients and coordinates the work of 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. Own the end-to-end client service delivery model for our largest and most complex Major clients, including developing the strategy to align client needs with BNY's service model and monitoring client satisfaction.Manage and resolve the most complex issues across multiple products/platforms; manage issues / incidents (reactive) and act as the central point of contact with internal partners, as needed (Operations, Client Coverage, Product, and Technology). Review and manage the execution of service commitments and evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes). Communicate proactively with a...