BNY yra pasaulinė finansinių paslaugų bendrovė, daugiausia dėmesio skirianti investicijų valdymui, pervedimui ir apsaugai. Turėdama daugiau nei 50 trilijonų JAV dolerių prižiūrimų aktyvų ir 240 metų istoriją, BNY teikia įmonėms, bendruomenėms ir privatiems asmenims investicinius bei finansinius sprendimus. Tarp jos klientų yra daugiau nei 90 % „Fortune 100“ įmonių ir beveik visi 100 didžiausių pasaulio bankų, todėl čia atsiveria galimybių finansų, finansinių technologijų, bankininkystės ir susijusių technologijų specialistams.
Senior Director, Institutional Client Service
Lead high-touch service and onboarding for BNY’s institutional banking clients, building executive relationships and owning service quality. Oversee service commitments, escalations, and cross-functional work to resolve client issues.
Aprašymas
- Act as the senior escalation contact and relationship lead for large institutional clients
- Own the full client experience and uphold premium service standards
- Build strategic relationships with client executives and operations leaders
- Hold quarterly business reviews and executive check-ins
- Resolve escalations and remain accountable to leadership
- Lead high-touch onboarding for new enterprise clients
- Create tailored onboarding plans
- Coordinate operations, technology, compliance, product, and sales teams to activate clients
- Run kickoff meetings, training, and knowledge transfer
- Track onboarding progress and clear blockers
- Manage service-level accountability and performance against contractual commitments
- Set internal service targets that exceed client commitments
- Review service dashboards, escalate breaches, and develop corrective plans
- Prepare monthly service reports for clients
- Coordinate responses to client issues, identify root causes, and arrange fixes
- Manage scope, dependencies, and timelines for work affecting clients
- Follow up with internal stakeholders on decisions and deliverables
- Translate client business needs into internal technical capabilities
- Communicate professionally throughout client interactions
- Prepare executive status reports, dashboards, and presentations
- Lead client meetings, setting agendas and tracking actions and follow-up
- Collect client feedback and share satisfaction trends with leadership
- Identify process improvements and advance service quality
- Mentor junior client services staff
- Guide operations and account management teams and support their escalations
Reikalavimai
- 15 or more years of total experience in operations or client services preferred
- At least 10 years of experience in banking, asset management, or financial services client services, account management, or operations
- At least five years managing relationships with large institutional clients
- Bachelor’s degree or an equivalent combination of education and experience required
- MBA or advanced degree in business administration or finance preferred
- Demonstrated success delivering high-touch client experiences and managing complex onboarding
- Experience owning service-level management and service quality metrics
- Proven ability to manage escalations and resolve complex issues under pressure
- Strong understanding of banking operations and institutional client needs
- Knowledge of banking infrastructure, regulatory requirements, and operational compliance
- Familiarity with enterprise client onboarding requirements and operational readiness
- Exceptional interpersonal and communication skills
- Executive presence and confidence in senior-level and boardroom meetings
- Excellent written communication for executive reports
- Active listening and empathy
- Diplomatic negotiation skills
- Strong project management skills
- Proficiency with service-level tracking tools, CRM platforms, and operations dashboards
- Excellent organization and ability to manage competing priorities
- Attention to detail in client communications and documentation
- Proactive problem-solving and solution development
- Ability to remain calm and professional under pressure
- Persistent follow-through
- CFA, FRM, or another relevant banking or finance certification preferred
- Experience at a large global bank or financial services firm preferred
- Prior client services experience at a fintech or banking technology provider preferred
- Experience managing high-net-worth or institutional client portfolios preferred
- Proficiency with Salesforce, ServiceNow, or similar enterprise client management platforms preferred
- A record of maintaining more than 95% service-level compliance and high client satisfaction scores preferred
Privalumai
- Competitive compensation
- Flexible global resources and tools
- Wellbeing programs
- Generous paid leave, including paid volunteer time
- Eligibility for a 401(k) plan
- Company-sponsored medical insurance
- Company-sponsored dental insurance
- Company-sponsored vision insurance
- Basic life insurance for employees and eligible dependents
- Vacation and sick time
- Eligibility for an annual discretionary incentive award