Vice President, Client Service Management - #2101269

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

The Account Manager (AM) is responsible for managing a portfolio of Asset Servicing commercial relationships in the EMEA region encompassing all client types. The AM is the senior point of contact for the client and for the team and is accountable for deepening existing relationships through cross-selling, driving relationship profitability and satisfaction.

AM’s understand their client's business fully, serve as an advocate for the relationship within the bank and act as a trusted advisor for their relationships. AMs manage risks, opportunities, and impacts to the bank, and are responsible for leading and coordinating client team members. The AM also oversees the service delivery for our clients and partners with product, operations, credit, Treasury and other BNY Mellon functional partners to deliver high quality service.

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

Collaborate:

• Develop a thorough understanding of our client’s business, operating model and technology strategy
• Deliver exceptional service aligned to clients’ needs and expectations across BNY’s product and services offering
• Act as the central point of escalation across all Operations, Technology and service delivery
• Cultivate a deep relationship and appreciation for what drives our clients’ service requirements
• Facilitate communication across our clients’ organization (e.g., industry news, regulatory and BNY change, product evolution)

Evolve:

• Maintain a culture of continuous service improvement across all products and services
• Monitor service quality, product performance, and overall client experience with a view to proactively anticipate potential issues and opportunities
• Deliver robust operational analytics, insights, and transparency into service performance, leveraging industry leading interfaces
• Guide service evolution based on client requirements and changing operating model

Transform:

• Drive high quality client experience and service, operating model improvements, product innovation, and thought leadership based on client feedback and our in-depth service knowledge and expertise
• Provide strategic insight into improvements across service delivery, product, technology, and operations, to create optimal client solutions
• Navigate our technology, product, and operations groups to improve service today, and build better solutions for the future

To be successful in this role, you will need to:

• The AM has ultimate responsibility and will be held accountable for the overall health and growth of the client relationship.
• Identify opportunities to evolve client business for incremental account growth.
• Work with external clients to resolve the most complex day-to-day issues and direct them to appropriate resources at BNY.
• Lead team members in providing support to clients in addressing and resolving complex operational and technical issues and ensuring requests are executed.
• Apply advanced problem-solving skills, judgment, and experience to analyze information and deliver high-quality service to a specialized client base.
• Provide key individuals at assigned clients with information related to BNY’s products and services across a broad array of lines of business and geographies, leveraging an in-depth understanding of broader BNY services and offerings.
• Build strong, collaborative relationships, both internally and externally with our clients
• Operate with a sense of urgency, and prioritize effectively
• Communicate clearly and concisely and be able to adapt style depending on audience
• Apply strong controls focus, and know when to escalate
• Bachelor’s degree or the equivalent combination of education and experience is required.
• Demonstrate strong leadership skills and provide guidance to less experienced team members

For this role we’re seeking the following:

• Experience in an operational area and/or client services preferred.
• Knowledge of common processes governing client arrangements such as Global Custody Agreements, Pricing approaches and client profitability analyses
• Proven ability to resolve the most complex or non-routine client issues or inquiries and contribute to business development efforts.
• Bachelor’s degree or the equivalent combination of education and experience is required.

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