Serve as the primary service escalation for a portfolio of high-value clients, ensuring proactive, responsive, and solution-oriented service
Develop and execute client retention strategies that strengthen relationships, build loyalty, and expand engagement opportunities
Monitor and assess client health through regular reviews, metrics and feedback loops, identifying potential risks and implementing preventative actions
Collaborate with internal stakeholders across Platforms including Operations, Product, Risk, and Legal to deliver seamless client service and resolve complex issues
Collaborate with Client Coverage Sales and Relationship Management to drive service success and enable future commercial opportunities
Anticipate client needs and stay informed on market trends, regulatory changes, and BNY initiated change, proactively offering insights and solutions
Advocate for clients internally, ensuring their voice is heard in product development, service enhancements, and process improvements
Uphold the highest standards of governance, risk management, and compliance in every client interaction

5-7 years operations, client service, or relationship management experience in Corporate Trust or related financial services industry
Bachelor's degree or the equivalent combination of education and experience is required with an MBA preferred
Proven track record of client retention and satisfaction, with a strong focus on long-term relationship building
Exceptional communication, negotiation, and problem-solving skills
Strategic mindset with the ability to analyze client health metrics and translate insights into action
Deep understanding of Corporate Trust products, market dynamics, and operational processes
Client-obsessed mindset with a passion for delivering service excellence and unreasonable hospitality

Vice President, Client Service Management

Key skills