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Vice President, Client Service Management (Global Collateral)
senior · Consulting
The Vice President role based in Hong Kong is part of the Global Collateral team which sits at the intersection of client enablement, implementation, project management, and client service management. It is responsible for overseeing the successful delivery, implementation, transition, enhancement, and remediation of platforms, products, and services across the enterprise. The role also supports strong client service relationships through proactive governance, issue resolution, service improvement, and collaboration across internal teams.
The role serves as a key liaison between clients and BNY, ensuring solutions are delivered effectively, service expectations are met, and opportunities for continuous improvement and strategic growth are identified.
Role Summary
Responsible for the success, oversight, and client enablement of platforms, products, and services across the enterprise, including implementations, enhancements, changes, transitions, conversions, and complex remediation plans. The role partners with large or strategic clients and internal stakeholders to define requirements, manage delivery plans, resolve complex service issues, and ensure an exceptional end-to-end client experience.
This position requires strong project management, client relationship management, communication, and cross-functional coordination skills to drive outcomes across multiple products and platforms.
Primary Responsibilities
- Serve as a primary point of contact for clients, delivering end-to-end client service and monitoring client satisfaction across products and services.
- Partner with large or strategic clients and internal stakeholders to scope requirements that leverage standard product and service offerings or address acute issues impacting client health.
- Define and manage delivery plans for client implementations, product and platform configurations, service transitions, enhancements, changes, conversions, and complex remediation plans.
- Oversee and coordinate the implementation and set-up of products and services across internal and external stakeholders to ensure successful delivery.
- Track and maintain project plans, including critical milestones, dependencies, risks, and issues across the delivery lifecycle.
- Identify, escalate, and help remediate impediments and service issues in partnership with Operations, Client Coverage, Product, Technology, and other internal teams.
- Act as a liaison to clients, developing a strong understanding of their business needs and aligning solutions with BNY’s commercial strategy and service model.
- Design, write, and deliver effective communication strategies and status updates for internal and external stakeholders, including senior leadership.
- Implement and govern change control processes in response to client requests in partnership with relevant practices and platforms.
- Manage implementation closure and ensure timely communication and notification to all relevant stakeholders.
- Execute service commitments and contribute to the evolution of the client service model, including service level improvements and process changes.
- Cultivate and maintain healthy client service relationships through governance, escalation management, and proactive service engagement.
- Partner with Client Service Data, Insights & Analytics to identify trends, themes, and opportunities for proactive service improvements internally and externally.
- Identify opportunities for continuous improvement, digital adoption, and operational efficiencies that make it easier for clients to engage with BNY.
- Contribute to client growth and retention by identifying service-led opportunities that support client success, protect revenue, and enable strategic growth.
- Support sales and client service activities as needed, including creation of RFPs, KPIs, client communications, and other client-facing documents.
- Participate in client meetings, industry events, conferences, and seminars as appropriate.
Key Skills and Competencies
- Client relationship management
- Implementation and project management
- Product and platform enablement
- Issue resolution and escalation management
- Cross-functional collaboration
- Executive communication and stakeholder management
- Risk identification and mitigation
- Change management and governance
- Continuous improvement mindset
- Strategic thinking and commercial awareness
Preferred Experience
- Experience managing client implementations, onboarding, transitions, or remediation efforts across multiple products and platforms.
- Strong background in client service, project delivery, or service management within financial services or a complex global organization.
- Ability to work across internal stakeholder groups including Operations, Product, Technology, Coverage, and senior leadership.
- Proven ability to manage complex client issues, service escalations, and delivery milestones in a fast-paced environment.
- Experience supporting client growth through service excellence and strategic partnership.