What are the responsibilities and job description for the Director, Client Service Executive position at BNY External Career Site?
We’re seeking a future team member for the role of Director, Client Services Executive to join our Client Services Group (Pershing). This role is located in Jersey City, NJ USA.
In this role, you’ll make an impact in the following ways:
- Serve as a senior point of contact to Major clients on complex service issues and independently develop strategy to deliver world-class client service across multiple products or platforms.
- Collaborate with clients and coordinate the work of internal stakeholders to align client needs with BNY's commercial strategy.
- Proactively partner with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and opportunities.
- Ensure 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.
- Act 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.
- Share expertise by attending conferences, seminars, and speaking at industry events and representing BNY.
- Modified based upon local regulations / requirements.
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 delivering world-class client service to Broker Dealers and licensed Advisors.