Vice President, Client Service II - Client Service Director

Overview
Bring your ideas. Make history.

BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the worlds top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the “bank of banks” - 97% of the world’s top banks work with us as we lead and serve our customers into the new era of digital.
With over 240 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we’re approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.
We are seeking a future team member for the role of Client Service Director (VP) to join our Asset Services, Client Service Delivery team. This role is located in Luxembourg.

In this role, you’ll make an impact in the following ways:
Our Service Directors are the backbone of our Asset Servicing delivery offering and a clear differentiator in the marketplace.
A Service Director has responsibility for acting as the voice of the client within the Asset Servicing Business, ensuring that BNY Mellon delivers a consistently outstanding client experience across our product range. This is a senior client and internal-facing role charged with ensuring overall service quality, client satisfaction and a consistent client experience for some of our most complex clients, working hand in hand with the Relationship Manager and global service delivery teams.

The role also looks after multiple client issues at varying levels of complexity, from routine service issue escalation to new product roll outs. The Service Director must balance the dual goals of meeting service delivery commitments, while ensuring that the bank is in full compliance with all regulatory requirements.

In this role you will:
Develop a thorough understanding of our client’s business, operating model and technology strategy
Deliver exceptional service aligned to clients needs and expectations across all products and services
Cultivate a deep relationship and appreciation for what drives our clients’ service requirements
Facilitate communication across our clients’ organization (e.g., industry news, regulatory and BNY Mellon change, product evolution)
Monitor service quality, product performance, and overall client experience with a view to proactively anticipate potential issues and opportunities
Deliver robust operational analytics, insights, and transparency into service performance, leveraging industry leading interfaces
Provide strategic insight into improvements across service delivery, product, technology, and operations, to create optimal client solutions
Navigate our technology, product, and operations groups to improve service today, and build better solutions for the future

To be successful in this role, we are seeking the following:The ability to:
Build strong, collaborative relationships, both internally and externally with our clients
Analyse information and apply problem solving skills
Operate with a sense of urgency, and prioritise effectively
Communicate clearly and concisely and be able to adapt style depending on audience
Apply a strong controls focus, and know when to escalate
Experience of engaging with, or working within, top tier investment services firms
Experience in delivering outstanding client experiences within a client service delivery role and / or a financial services operational area, particularly in Custody and Fund Services
Bachelors degree or the equivalent combination of education and experience
10-12 years minimum of total work experience in financial services, or similar industry, is preferred.
Successful candidate must be fluent in French
At BNY Mellon, our inclusive culture speaks for itself. Here’s a few of our awards:
Fortune World’s Most Admired Companies & Top 20 for Diversity and Inclusion
Bloomberg’s Gender Equality Index (GEI)
Human Rights Campaign Foundation, 100% score Corporate Equality Index
Best Places to Work for Disability Inclusion , Disability: IN – 100% score
100 Best Workplaces for Innovators, Fast Company
CDP’s Climate Change ‘A List’

Our Benefits:
BNY Mellon offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves that can support you and your family through moments that matter.
BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

Employer Description:
For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the worlds financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. Its the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: bnymellon.com/careers.