Vice President, Client Service Management (Global Collateral Platform)

Job Description

Vice President, Client Service Management – Global Collateral Platform (Lake Mary).

Role Overview

Responsible for the success, oversight, and client enablement of platforms, products, and services across the enterprise, including implementations, enhancements, changes, transitions, conversions, and complex remediation plans. The role partners with large or strategic clients and internal stakeholders to define requirements, manage delivery plans, resolve complex service issues, and ensure an exceptional end‑to‑end client experience.

Key Responsibilities

• Serve as primary point of contact for clients, delivering end‑to‑end client service and monitoring client satisfaction across products and services.
• Partner with large or strategic clients and internal stakeholders to scope requirements that leverage standard product and service offerings or address acute issues impacting client health.
• Define and manage delivery plans for client implementations, product and platform configurations, service transitions, enhancements, changes, conversions, and complex remediation plans.
• Oversee and coordinate the implementation and set‑up of products and services across internal and external stakeholders to ensure successful delivery.
• Track and maintain project plans, including critical milestones, dependencies, risks, and issues across the delivery lifecycle.
• Identify, elevate, and help remediate impediments and service issues in partnership with Operations, Client Coverage, Product, Technology and other internal teams.
• Act as a liaison to clients, developing a strong understanding of their business needs and aligning solutions with BNY’s commercial strategy and service model.
• Design, write, and deliver effective communication strategies and status updates for internal and external stakeholders, including senior leadership.
• Implement and govern change control processes in response to client requests in partnership with relevant practices and platforms.
• Manage implementation closure and ensure timely communication and notification to all relevant stakeholders.
• Execute service commitments and contribute to the evolution of the client service model, including service level improvements and process changes.
• Cultivate and maintain healthy client service relationships through governance, escalation management, and proactive engagement.
• Partner with Client Service Data, Insights & Analytics to identify trends, themes and opportunities for proactive service improvements internally and externally.
• Identify opportunities for continuous improvement, digital adoption and operational efficiencies that make it easier for clients to engage with BNY.
• Contribute to client growth and retention by identifying service‑led opportunities that support client success, protect revenue and enable strategic growth.
• Support sales and client service activities as needed, including creation of RFPs, KPIs, client communications and other client‑facing documents.
• Participate in client meetings, industry events, conferences and seminars as appropriate.

Qualifications

• 5‑10 years of total work experience preferred, ideally in triparty collateral management, securities operations, custody, settlements, repo, agency lending, secured loans or markets & client operations.
• Experience managing client implementations, onboarding, transitions or remediation across multiple products and platforms.
• Strong background in client service, project delivery or service management within financial services or a complex global organization.
• Ability to work across internal stakeholder groups including Operations, Product, Technology, Coverage and senior leadership.
• Proven ability to manage complex client issues, service escalations and delivery milestones in a fast‑paced environment.
• Experience supporting client growth through service excellence and strategic partnership.
• Strong analytical and problem‑solving skills, with the ability to interpret complex data and make informed decisions.
• Excellent communication and interpersonal skills, capable of building strong relationships with clients and internal teams.

Key Skills & Competencies

• Client relationship management
• Implementation and project management
• Product and platform enablement
• Issue resolution and escalation management
• Cross‑functional collaboration
• Executive communication and stakeholder management
• Risk identification and mitigation
• Change management and governance
• Continuous improvement mindset
• Strategic thinking and commercial awareness

Benefits & Compensation

BNY offers highly competitive compensation, benefits and wellbeing programs rooted in a strong culture of excellence and our pay‑for‑performance philosophy. 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 is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award, 401(k) plan and company‑sponsored medical, dental, vision and basic life insurance plans for eligible employees and their dependents. Eligible employees also receive paid time‑off benefits—including vacation and sick time—depending on the position offered.

Equal Employment Opportunity

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.