Director, Client Service Executive

In this role, you'll make an impact in the following ways:

• 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 comprehensive understanding of clients' business, provide thought leadership to make it easier for clients to engage with us.
• 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.
• Build capabilities in their teams to develop opportunities for continuous service improvement, including digital adoption to foster the overall culture.
• Acts as the central point of contact across key business partners throughout the organization.
• Advise on and participate in client services activities related to sales support, including creation of RFPs and client visits.
• Shares expertise by attending conferences, seminars, and speaking at industry events and representing BNY.

To be successful in this role, we're seeking the following:

• Bachelor's degree or the equivalent combination of education and experience is required with an MBA preferred.
• 10-15 years of total work experience in an operational area and/or client services preferred.