Client Service Director, (Senior Vice President)

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, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what it’s all about. Join us and be part of something extraordinary.

This role is in London. In this role, you’ll make an impact in the following ways:

• Our Service Directors are the backbone of our Asset Servicing delivery offering and a clear differentiator in the marketplace.
• A Service Director has responsibility for acting as the voice of the client within the Asset Servicing Business, ensuring that BNY delivers a consistently outstanding client experience across our product range.
• This is a senior client and internal‑facing role charged with ensuring overall service quality, client satisfaction and a consistent client experience on one of our most complex clients, working hand in hand with the Relationship Manager and global service delivery teams.
• The role also looks after multiple client issues at varying levels of complexity, from routine service issue escalation to new product rollouts.
• The Service Director must balance the dual goals of meeting service delivery commitments, while ensuring that the bank is in full compliance with all regulatory requirements.

Key Responsibilities

• Develop a thorough understanding of our client’s business, operating model and technology strategy.
• Deliver exceptional service aligned to clients’ needs and expectations across all products and services.
• 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).
• Monitor service quality, product performance, and overall client experience with a view to proactively anticipate potential issues and opportunities.
• Deliver robust operational insights, and transparency into service performance, leveraging industry‑leading interfaces.
• 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.

Qualifications

• The ability to build strong, collaborative relationships, both internally and externally with our clients.
• Analyse information and apply problem‑solving skills.
• Operate with a sense of urgency, and prioritise effectively.
• Communicate clearly and concisely and be able to adapt style depending on audience.
• Apply strong controls focus, and know when to elevate.
• Demonstrate strong leadership skills and provide guidance to less experienced team members.
• Sufficient years of Middle‑office experience.
• Experience engaging with, or working within, top‑tier investment services firms.
• Experience in delivering outstanding client experiences within a client service delivery role and/or a financial services operational area, particularly in Custody and Fund Services.
• Bachelor’s degree or equivalent combination of education and experience.
• Sufficient minimum years of total work experience in financial services, or similar industry, is preferred.

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.