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BNY · 19 hours ago

Senior Service Director, Client Service Management

500 Ross Street, Pittsburgh, PA, 15262, US

Full-time

Onsite

Senior Level, Lead/Staff

$102K/yr - $180K/yr

8+ years exp

BNY is a leading global financial services company at the heart of the global financial system, influencing nearly 20% of the world’s investible assets. The Senior Service Director, Client Service will lead a team within the Global Payments & Trade Client Services, focusing on client relationships and operational excellence.

Financial Services

Responsibilities

Lead through positive role model/mentoring, coaching & support; while continuing to strengthen your personal career goals (soft/hard skills)

Although an Individual Contributor; you are expected to act as a role model/mentor for fellow Service Director's

Leverage strong leadership behaviors in all scenarios

Provide support/consult to aligned segment Jr. SD/CSOs

Dedicated Client Portfolio (Tier 1), portfolio assignment based on “capacity point system"; high/sensitive clients

Host regular meetings with clients, transforming behavior from reactive to pro-active; being a consultant

Enhance & maintain robust, healthy partnerships with key stakeholders (internally & externally), ensuring key engagements with Sales partners and updates are pushed upward/downward accordingly

Ensuring adherence, appropriate oversight & governance of the Risk & Control Framework

Leverage thought leadership & strategies with key stakeholders to drive Transformation (tactical & strategic); drive client self-service opportunities

Provide Level 2 support for Incidents/Escalations, Client Due Diligence, etc. reporting upward to Global Head; liaising with Segment Heads, SDs, CSOs, etc

Provide input for client facing communications

Senior SDs should look for opportunities, & be compensated for “soft selling” (details in target objectives)

Complete/Review sample call-reports from SDs

Attend conferences, seminars, industry events

Attend onboarding meetings, provide support/oversight for projects of large, strategically important client initiatives, etc

Assist with, & potentially lead internal key strategic initiatives (i.e. POM collaboration)

Obtain appropriate industry specific certifications (i.e. CTP)

Utilize speak-up culture to identify root causes and/or areas of improvement when resolving client issues, incidents, etc