Job Description

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

• Serves as the most senior point of contact to Major clients on complex service issues and independently develops enterprise-wide strategy to deliver world-class client service across multiple platforms/products.
• Collaborates with clients and directs the work of internal stakeholders to align client needs with BNY's commercial strategy. Proactively partners with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and presenting opportunities.
• Ensures exceptional service meets client expectations across all products and services.
• Develop overall client service strategy for the largest and most strategic Major clients.
• Own end-to-end client service delivery model by ensuring the client service teams align with the overall strategy and vision.
• Monitor client satisfaction for Major clients and/or multiple strategic clients.
• Participate in the lead to ledger cycle of prospective new strategic clients. Manage and resolve the most complex issues across multiple products/platforms; manage issues / incidents (reactive) and directs the work of our partners as needed (Operations, Client Coverage, Product, and Technology).
• Develop and manage the execution of service commitments and evolve the client service model in partnership with key counterparts, including identifying and pursuing client efficiencies (e.g., SLA evolution and changes).
• Communicate proactively with a deep understanding of client's business, proactively provide thought leadership to make it easier for clients to engage with us. Foster client growth by identifying and creating opportunities for their success - resulting in protecting revenue of existing clients and identifying opportunities to support Client Coverage via service-led sales.
• Build capabilities in their teams to develop opportunities for continuous service improvement, including digital adoption to foster the overall culture. Leverage relationships by being the central point of contact across key business partners throughout the organization to create and drive successful client outcomes.
• When needed, manage the client service offerings in support of prospecting/sales, including creation of RFPs and client visits for the most strategic clients/prospects.
• Provide thought leadership and industry expertise to clients by attending conferences, seminars, and speaking at industry events and representing BNY.