Vice President, Client Service Management
 BNY Mellon | |
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 Aug 04, 2026 | |
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We'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 New York, NY. 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:
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