Sr. Group Manager, Client Service (Global Head of Service Directors)

  • Competitive
  • New York, NY, USA
  • Permanent, Full time
  • BNY Mellon
  • 15 Oct 18

Sr. Group Manager, Client Service (Global Head of Service Directors)

The position is responsible foroverseeing the service relationship with our largest client. Leading a team ofservice directors with distinct product capabilities, the role holder isresponsible for monitoring and improving enterprise wide client experience;providing a senior level point of focus to client and internal stakeholders forclient experience, service quality and product performance matters; developingand driving an efficient, effective and streamlined service for the client.Additional responsibilities may include:

  • Develops andimplements policies to ensure client satisfaction and leads key client serviceinitiatives; maintains familiarity with industry best practices and seeksopportunities to implement as appropriate.
  • Partner with the commercial relationship management team,product management team, service director team and colleagues in client servicedelivery teams to develop and drive strategic plans for enhancing service modeland client experience.
  • Participates inlong-term or strategic planning for the Client Services/Support functiondesigned to improve the overall client service experience and improve teamproductivity and quality.
  • Resolves the mostcomplex issues or inquiries from senior-level or key individuals at clients, asneeded and maintains relationships with senior business leaders to reportclient trends and needs.
  • May provideforward-looking and strategic insight on client issues to drive future revenuegrowth.
  • Sets strategicpriorities on initiatives designed to improve the client experience.
  • Determines neededimprovements through review and analysis of problems reported.
  • Recruits,directs, motivates and develops staff, maximizing their individualcontribution, their professional growth and their ability to functioneffectively with their colleagues as a team.
  • Manages a clientservice/support area through other managers.
  • Responsible forthe achievement of area goals and objectives, talent management and supervisionof team members.
  • As a member of the Global Service Director leadership teamresponsible for assisting the Global Head of Service Directors in developingand driving enterprise-wide client experience service director strategicinitiatives


  • Bachelors degreeor the equivalent combination of education and experience is required
  • MBA preferred.
  • 10-15 years oftotal work experience with at least 3-5 years of management experiencepreferred.
  • Prefer extensive financial services experience across multiple products anddemonstrated seniority in prior service management positions and/or extensiveproduct development expertise and experience
  • Given the diverse and global nature of the client, and theBNYM service and products received some travel is expected

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.

Primary Location: United States-New York-New York
Internal Jobcode: 70098
Job: Asset Servicing
Organization: Service Directors-HR16351
Requisition Number: 1812441