Vice President, Client Service Management

Job description

Serves as a senior point of contact to clients on service issues and assists in developing strategy to deliver world-class client service across multiple products. 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 suggesting opportunities. Ensures exceptional service meets client expectations across all products and services. Manage end to end client service and monitor client satisfaction. Work with clients to resolve complex issues across multiple products; manage issues / incidents (reactive) and act as the central point of contact with internal partners, as needed (Operations, Client Coverage, Product, and Technology). Ensure execution of service commitments and evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes). Gain a deep understanding of client's business which will help identify opportunities to make it easier for clients to engage with us. In conjunction, suggest opportunities for continuous service improvement, including digital adopt...