What are the responsibilities and job description for the Vice President, Client Service Management position at BNY External Career Site?
We’re seeking a future team member for the role of Corporate Trust, Structured Debt, Client Service Lead to join our team. This position is in Lake Mary, FL or Pittsburgh, PA.
What we do:
BNY’s Corporate Trust business plays a critical role in the global financial markets by serving as a trusted, neutral third party to issuers and investors in debt capital markets transactions. We provide fiduciary and agency services for a wide range of debt structures, including corporate and municipal bonds, structured finance, project finance, and loan syndications. Acting as trustee, paying agent, registrar, escrow agent, and more, we ensure the integrity of transactions by safeguarding assets, managing complex payment flows, and upholding contractual obligations. Our clients include corporations, municipalities, financial institutions, and governments worldwide. Through our expertise, technology, and commitment to excellence, BNY helps clients navigate the complexities of debt issuance, meet their regulatory and reporting requirements, and build long-term trust with their stakeholders.
In this role, you’ll make an impact in the following ways:
Serve as the primary service escalation for a portfolio of high-value clients, ensuring proactive, responsive, and solution-oriented service.
Develop and execute client retention strategies that strengthen relationships, build loyalty, and expand engagement opportunities.
Monitor and assess client health through regular reviews, metrics and feedback loops, identifying potential risks and implementing preventative actions.
Collaborate with internal stakeholders across Platforms including Operations, Product, Risk, and Legal to deliver seamless client service and resolve complex issues.
- Collaborate with Client Coverage Sales and Relationship Management to drive service success and enable future commercial opportunities.
Anticipate client needs and stay informed on market trends, regulatory changes, and BNY initiated change, proactively offering insights and solutions.
Advocate for clients internally, ensuring their voice is heard in product development, service enhancements, and process improvements.
Uphold the highest standards of governance, risk management, and compliance in every client interaction.
To be successful in this role, we’re seeking the following:
- 5-7 years operations, client service, or relationship management experience in Corporate Trust or related financial services industry.
- Bachelor's degree or the equivalent combination of education and experience is required with an MBA preferred.
- Proven track record of client retention and satisfaction, with a strong focus on long-term relationship building.
- Exceptional communication, negotiation, and problem-solving skills.
- Strategic mindset with the ability to analyze client health metrics and translate insights into action.
- Deep understanding of Corporate Trust products, market dynamics, and operational processes.
- Client-obsessed mindset with a passion for delivering service excellence and unreasonable hospitality.