Job Description

EXECUTIVE SUMMARY

We seek a Senior Director, Client Service Executive to serve as the white-glove support leader for our largest institutional clients. This individual will be the trusted point of escalation and relationship anchor for enterprise banking clients, ensuring seamless onboarding experiences, consistent SLA adherence, and exceptional service delivery across all client touchpoints. The ideal candidate combines executive-level interpersonal skills, commanding presence, deep banking operations knowledge, and an obsessive commitment to client satisfaction.

KEY RESPONSIBILITIES

Client Relationship & Escalation Management

• Serve as the primary escalation point and relationship anchor for large institutional clients (banks, asset managers, insurance companies, pension funds)
• Own the client experience end-to-end; ensure every interaction reflects premium service quality
• Develop deep, strategic relationships with client C-suite and operations leadership (CFO, COO, CRO, Head of Operations)
• Conduct quarterly business reviews and executive touchpoints to assess satisfaction and identify concerns early
• Resolve escalations swiftly and professionally, with full accountability to leadership

Onboarding & Client Activation

• Lead white-glove onboarding experiences for new enterprise clients
• Develop customized onboarding roadmaps that meet each client's operational needs and timelines
• Coordinate across all internal teams (operations, technology, compliance, product, sales) to ensure seamless client activation
• Conduct kick-off meetings, training sessions, and knowledge transfer
• Monitor onboarding health; proactively identify and resolve blockers

Service Level Agreement (SLA) Governance & Compliance

• Own SLA accountability for assigned clients; track performance metrics against contractual commitments
• Establish internal SLA targets that exceed client commitments
• Monitor SLA dashboards; escalate breaches immediately and develop corrective action plans
• Prepare monthly SLA reports for client review; address any gaps with accountability and action plans

Internal Coordination & Issue Resolution

• Serve as the internal orchestrator for client issues; identify root causes and coordinate fixes
• Manage scope, dependencies, and timelines for client-impacting work
• Chase internal stakeholders for decisions and deliverables
• Translate between client business needs and internal technical capabilities

Communication & Executive Presence

• Maintain consistent, professional communication with all client touchpoints
• Prepare clear, executive-level status reports, dashboards, and presentations
• Represent the firm professionally in all client interactions
• Lead client meetings with clear agendas, documented action items, and follow-up

Insights, Feedback & Continuous Improvement

• Gather client feedback on service quality and pain points
• Provide insights to leadership on client satisfaction trends
• Identify process improvements and champion enhancements to service quality

Team & Talent Development

• Mentor and develop junior client services staff
• Provide guidance and escalation support to operations and account management teams

REQUIRED QUALIFICATIONS

Experience & Background

• 15+ years of total work experience in an operational area and/or client services preferred. Minimum 10 years of experience in banking, asset management, or financial services client services, account management, or operations
• Minimum 5+ years managing relationships with large institutional clients
• Bachelor’s degree or the equivalent combination of education and experience is required with an MBA preferred. MBA or advanced degree in Business Administration or Finance

Demonstrated success leading white-glove client experiences and complex onboarding

• Experience owning SLA management and service quality metrics
• Proven ability to manage escalations and resolve complex issues under pressure

Banking & Operations Knowledge

• Deep 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

Interpersonal Skills & Executive Presence

• Exceptional interpersonal and communication skills; builds trust with senior client stakeholders
• Commanding executive presence; comfortable in high-level meetings and boardroom settings
• Excellent written communication; articulates complex issues clearly in executive-level reports
• Active listening skills; demonstrates empathy and commitment to understanding client perspectives
• Diplomatic negotiation skills; balances client needs with firm operational constraints

Project & Process Management

• Strong project management capabilities; coordinates cross-functional teams and complex initiatives
• Proficiency with SLA tracking tools, CRM platforms, and operations dashboards
• Excellent organizational skills; manages multiple client relationships and competing priorities
• Detail-oriented; ensures accuracy in client communications and documentation

Problem-Solving & Resilience

• Proactive problem-solver; identifies issues early and develops solutions
• Remains calm and professional under pressure
• Persistent follow-through; does not allow issues to slip

PREFERRED QUALIFICATIONS

• CFA, FRM, or other relevant banking/finance certification
• Experience at a large global bank or financial services firm
• Prior experience in a client services role at a fintech or banking technology provider
• Experience managing high-net-worth or institutional client portfolios
• Proficiency with Salesforce, ServiceNow, or similar enterprise client management platforms
• Track record of maintaining >95% SLA compliance and high client satisfaction scores

WHAT WE'RE LOOKING FOR

• Client obsession: Genuinely committed to client success
• Uncompromising professionalism: Impeccable standards of communication and conduct
• Accountability: Owns problems completely; does not deflect or make excuses
• Emotional intelligence: Reads situations and people well; adapts communication to audience
• Operational rigor: Detail-oriented; maintains accuracy and discipline
• Strategic thinking: Understands client business context; anticipates needs
• Collaborative spirit: Works effectively across internal silos
• Resilience: Thrives in complex, fast-moving environments; remains composed under pressure

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.