Service Director (VP)

At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.

We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.

We’re 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 Manchester. Hybrid.

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 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 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 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’re 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

Demonstrate strong leadership skills and provide guidance to less experienced team members

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

Sufficient years minimum of total work experience in financial services, or similar industry, is preferred.

At BNY, our culture speaks for itself. Here’s a few of our awards:

America’s Most Innovative Companies, Fortune, 2024

World’s Most Admired Companies, Fortune 2024

Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024

Best Places to Work for Disability Inclusion , Disability: IN – 100% score, 2023-2024

“Most Just Companies”, Just Capital and CNBC, 2024

Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024

Bloomberg’s Gender Equality Index (GEI), 2023

Our Benefits and Rewards:

BNY 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, including paid volunteer time, that can support you and your family through moments that matter.

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