Vice President, Client Service Management

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators and champions of inclusion, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.

We’re seeking a future team member for the role of Vice President, Client Service Management (Account Manager) to join our Managed Account Solutions Platform. This role is located in Berwyn, PA.

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

• Serve as the primary contact for assigned clients, delivering a high-quality client experience and overseeing day-to-day relationship management.

• Build and maintain strong client relationships, acting as a trusted advisor and advocate for client needs.

• Manage complex client issues and escalations, partnering with internal teams to drive timely and effective resolution.

• Develop and execute client service strategies that align with client goals and BNY’s commercial strategy to support retention, satisfaction, and growth.

• Lead client meetings, service reviews, and ongoing communications to provide updates on priorities, initiatives, and platform enhancements.

• Own and coordinate client initiatives across internal and external stakeholders to ensure successful delivery and alignment on key commitments.

• Develop a strong understanding of each client’s business to identify opportunities for improved service, adoption, and strategic growth; includes managing client master agreements and service inventories; supporting alignment on service levels, deliverables, and best practices.

• Partner across teams to identify trends and implement improvements that proactively enhance the client experience and strengthen service delivery.

• Support the development of client-facing materials, including performance reporting, service documentation, and other relationship management deliverables.

• Contribute to a collaborative team environment by sharing knowledge, supporting colleagues, and representing the organization in client and industry settings as needed.

• Help evolve the client service model, including service commitments, governance routines, and SLA enhancements.

   

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

• Bachelor’s degree in Finance, Business Administration, Accounting, or a related field, or the equivalent combination of education and experience. 

• Typically 8–10 years of relevant experience in client relationship/account management, client service, or a similar externally facing role required; broader industry experience strongly preferred.

• Experience managing complex client issues and coordinating resolution across cross-functional teams.

• Proven ability to build and maintain long-term client partnerships and partner with senior stakeholders; C-suite relationship exposure is a plus.

• Experience supporting strategic initiatives, projects of varying scale, service reviews, and continuous improvement efforts.

• Strong client relationship management and account management capabilities.

• Excellent problem-solving and issue-resolution skills.

• Strong verbal and written communication skills.

• Ability to influence stakeholders and coordinate across multifunctional teams.

• Strong organizational skills and follow-through with ability to prioritize multiple tasks and manage time effectively.

• Commercial awareness and strategic thinking.

• Openness to travel ranging from 10-20%.