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We’re seeking a future team member for the role of VP, Client Service Manager to join our Global Payments & Trade team. This role is located in New York, NY. Serve as senior SME for assigned client portfolio and backup e…
Skills: Client service management, Global payments, Trade finance, Data analytics, Stakeholder engagement
New York, New York, United States · On-site
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Day-1 Medical, Dental, Vision Benefits for eligible colleagues Competitive Pay Paid Time Off Flexible Holiday Time-Off & Flexible Scheduling Instant access to earned wages with PayActiv Enhanced benefits: pet, home & aut…
Skills: Sales, Customer service, Styling, Product knowledge, Client relationship management
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Day-1 Medical, Dental, Vision Benefits for eligible colleagues Competitive Pay Paid Time Off Flexible Holiday Time-Off & Flexible Scheduling Instant access to earned wages with PayActiv Enhanced benefits: pet, home & aut…
Skills: Sales, Customer Service, Styling, Clienteling, Product Knowledge
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$17/hr–$30/hr
Day-1 Medical, Dental, Vision Benefits for eligible colleagues Competitive Pay Paid Time Off Flexible Holiday Time-Off & Flexible Scheduling Instant access to earned wages with PayActiv Enhanced benefits: pet, home & aut…
Skills: Sales, Customer service, Styling, Product knowledge, Client relationship management
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The Vice President of Client Service Management serves as a senior subject matter expert for a complex client portfolio, driving end-to-end service delivery and issue resolution. They are responsible for monitoring SLA/KPI performance, managing service-led growth opportunities, and coaching team members to uplift operational capabilities.
Candidates must possess a Bachelor's degree in Finance or Business Administration, with an MBA preferred, and 5-7 years of relevant experience. Strong expertise in global payments and trade products, along with data analytics and stakeholder management skills, is required.
We’re seeking a future team member for the role of VP, Client Service Manager to join our Global Payments & Trade team. This role is located in New York, NY.
Serve as senior SME for assigned client portfolio and backup escalation point supporting the Team Lead, delivering end-to-end client service across multiple GP&T products and driving complex issue resolution and continuous improvement.
· Serve as primary contact for complex, multi-product client situations; deliver end-to-end service and monitor satisfaction.
· Act as GP&T SME with holistic knowledge of products, operational flows, and supporting technology infrastructure across segments.
· Engage Segment Managers/Service Executives and act as Officer-in-Charge for priority calls and complex escalations.
· Ensure execution of service commitments (SLAs/KPIs); provide data-driven recommendations for client service model evolution.
· Maintain quality assurance oversight for processes, controls, and communications to drive consistency and auditability.
· Identify service-led growth opportunities; protect revenue and support RFPs, KPIs, client documents, and reviews.
· Manage segment/sub-segment queue health (intake, prioritization, timely handling); rebalance capacity as needed.
· Provide clear status, risk, and remediation updates on open issues and commitments.
· Use data analytics to drive root-cause identification, trend analysis, and preventive improvements; embed lean thinking and promote digital adoption.
· Help coach and develop Client Service specialists through guidance and case reviews; uplift team capability without direct line management.
· Deep GP&T product and operational flow expertise.
· Independent thinker with sound decision making under difficult situations, and escalation management.
· Data analytics for trend analysis and preventive improvement.
· Stakeholder engagement and cross-functional coordination.
· Service-led sales support and revenue protection awareness.
· Resolution of complex incidents and escalations with durable corrective actions.
· SLA/KPI performance and quality assurance outcomes.
· Identification and enablement of service-led growth opportunities.
· Contribution to continuous improvement and team capability building.
· Service Managers, Service Executives, Operations, Product, Technology, Sales, Enablement and Risk.
· External clients for complex reviews and communications.
· Cross-functional internal leadership and partners.
· Advanced case management and tracking tools.
· Analytics and reporting platforms for SLA/KPI monitoring.
· Collaboration and communication systems.
· Comply with firm / Client Service policies, Risk Framework and professional conduct standards.
· Ensure auditability of processes and communications; maintain control effectiveness.
· Escalate matters with client impact or regulatory implications promptly.
· Complete mandatory Learnings; maintain current knowledge of tools, systems, and controls.
· Meet Service objectives and training journey requirements.
· Share best practices and product/flow expertise with team members.
· Weekly team meetings for alignment and review.
· Monthly one-on-one meetings for progress and development.
· Mid-year and end-of-year performance conversations and evaluation.
To be successful in this role, we’re seeking the following:
At BNY, our culture speaks for itself, check out the latest BNY news at BNY Newsroom & BNY LinkedIn
Here’s a few of our recent awards:
Our 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.
BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.
BNY assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting.
Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, the employee will be in an “at will” position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
BNY is a global financial services platforms company at the heart of the world’s capital markets.
BNY is a global financial services platforms company at the heart of the world’s capital markets. For more than 240 years BNY has partnered alongside clients, using its expertise and platforms to help them operate more efficiently and accelerate growth. Today BNY serves over 90% of Fortune 100 companies and nearly all the top 100 banks globally. BNY supports governments in funding local projects and works with over 90% of the top 100 pension plans to safeguard investments for millions of individuals. As of June 30, 2026, BNY oversees $62.6 trillion in assets under custody and/or administration and $2.2 trillion in assets under management. (NYSE: BNY) Follow BNY on Instagram & X: @BNYglobal
Offices: 240 Greenwich St, New York, NY 10286, US
