Client Service Executive (Director)
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 Executive (Director) to join our Client Service Delivery team. This role is located in Abu Dhabi, UAE. Hybrid.
In this role, you’ll make an impact in the following ways:
Serve as the most senior point of contact to Enterprise clients on complex service issues impacting the broader relationship and independently develop enterprise-wide strategy to deliver world-class client service across multiple platforms/products. Collaborate with clients and direct the work of internal stakeholders to align client needs with BNY's commercial strategy. Proactively partner with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and presenting opportunities. Ensure exceptional service meets client expectations across all products and services.
In this role you will:
- Develop a thorough understanding of our client’s business, operating model and technology strategy
- Act as an enterprise lead for the service relationship and serves as the critical escalation point for xLOB client issues
- Sit in a ‘2 in a box’ model with Service and Sales, enabling Client Coverage to focus on selling & relationship management
- Enable consistent processes where appropriate in the overall service delivery, governance, escalation response and connectivity across BNY
- Understand the Client Operating model to know the Products they buy and services we provide
- Coordinate Service teams across LOBs, provides transparency, information sharing and actively communicates with client coverage leadership through structured governance
- Be responsible for being aware of service patterns & watchlist items for client that may impact the overall relationship
- Provide leadership for adoption of Client Service initiatives and culture change
- Proactively think about talent management strategy for the service team dedicated to the client
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
- Vast work experience in financial services, or similar industry, is preferred.
At BNY, 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)
- Best Places to Work for Disability Inclusion, Disability: IN – 100% score
- 100 Best Workplaces for Innovators, Fast Company
- Human Rights Campaign Foundation, 100% score Corporate Equality Index
- CDP’s Climate Change ‘A List’
Our Benefits:
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 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.