Vice President, Client Service Management

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 Amsterdam. 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 serves as the senior point of contact for the client and the team, is accountable for deepening existing relationships through cross‑selling, and drives relationship profitability and satisfaction. AMs understand their client's business fully, serve as an advocate for the relationship within the bank, and act as a trusted advisor. They manage risks, opportunities, and impacts to the bank, lead and coordinate the client team, and oversee service delivery in partnership with product, operations, credit, Treasury, and other BNY Mellon functional partners.

Responsibilities

• Collaborate

• Develop a thorough understanding of the 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 the client’s service requirements.
• Facilitate communication across the client’s 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.

Success Criteria

• The AM has ultimate responsibility and is 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.
• Demonstrate strong leadership skills and provide guidance to less experienced team members.

Qualifications

• Bachelor’s degree or the equivalent combination of education and experience is required.
• 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.

Benefits and Rewards

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay‑for‑performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

Equal Employment Opportunity Statement

BNY is an Equal Employment Opportunity/Affirmative Action Employer – Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.