Senior Director, Client Service Executive - Service Account Lead

Category: Client Service ManagementLocation: Lake Mary, FL, United States; New York, NY, United States; Washington, DC, United StatesWorkplace: HybridSchedule: Full time, DayPosted: 2026-10-13 Base Salary Min: 136500 Base Salary Max: 300000EXECUTIVE SUMMARYWe seek a Senior Director, Client Service Executive to serve as the white-glove support leader for our largest institutional clients. This individual will be the trusted point of escalation and relationship anchor for enterprise banking clients, ensuring seamless onboarding experiences, consistent SLA adherence, and exceptional service delivery across all client touchpoints. The ideal candidate combines executive-level interpersonal skills, commanding presence, deep banking operations knowledge, and an obsessive commitment to client satisfaction.

KEY RESPONSIBILITIES: Client Relationship & Escalation ManagementServe as the primary escalation point and relationship anchor for large institutional clients (banks, asset managers, insurance companies, pension funds) Own the client experience end-to-end; ensure every interaction reflects premium service qualityDevelop deep, strategic relationships with client C-suite and operations leadership (CFO, COO, CRO, Head of Operations) Conduct quarterly business reviews and executive touchpoints to assess satisfaction and identify concerns earlyResolve escalations swiftly and professionally, with full accountability to leadershipOnboarding & Client ActivationLead white-glove onboarding experiences for new enterprise clientsDevelop customized onboarding roadmaps that meet each client's operational needs and timelinesCoordinate across all internal teams (operations, technology, compliance, product, sales) to ensure seamless client activationConduct kick-off meetings, training sessions, and knowledge transferMonitor onboarding health; proactively identify and resolve blockersService Level Agreement (SLA) Governance & ComplianceOwn SLA accountability for assigned clients; track performance metrics against contractual commitmentsEstablish internal SLA targets that exceed client commitmentsMonitor SLA dashboards; escalate breaches immediately and develop corrective action plansPrepare monthly SLA reports for client review; address any gaps with accountability and action plansInternal Coordination & Issue ResolutionServe as the internal orchestrator for client issues; identify root causes and coordinate fixesManage scope, dependencies, and timelines for client-impacting workChase internal stakeholders for decisions and deliverablesTranslate between client business needs and internal technical capabilitiesCommunication & Executive PresenceMaintain consistent, professional communication with all client touchpointsPrepare clear, executive-level status reports, dashboards, and presentationsRepresent the firm professionally in all client interactionsLead client meetings with clear agendas, documented action items, and follow-upInsights, Feedback & Continuous ImprovementGather client feedback on service quality and pain pointsProvide insights to leadership on client satisfaction trendsIdentify process improvements and champion enhancements to service qualityTeam & Talent DevelopmentMentor and develop junior client services staffProvide guidance and escalation support to operations and account management teamsREQUIRED QUALIFICATIONSExperience & Background 15+ years of total work experience in an operational area and/or client services preferred. Minimum 10 years of experience in banking, asset management, or financial services client services, account management, or operationsMinimum 5+ years managing relationships with large institutional clientsBachelor's degree or the equivalent combination of education and experience is required with an MBA preferred. MBA or advanced degree in Business Administration or FinanceDemonstrated success leading white-glove client experiences and complex onboardingExperience owning SLA management and service quality metricsProven ability to manage escalations and resolve complex issues under pressureBanking & Operations KnowledgeDeep understanding of banking operations and institutional client needsKnowledge of banking infrastructure, regulatory requirements, and operational complianceFamiliarity with enterprise client onboarding requirements and operational readinessInterpersonal Skills & Executive PresenceExceptional interpersonal and communication skills; builds trust with senior client stakeholdersCommanding executive presence; comfortable in high-level meetings and boardroom settingsExcellent written communication; articulates complex issues clearly in executive-level reportsActive listening skills; demonstrates empathy and commitment to understanding client perspectivesDiplomatic negotiation skills; balances client needs with firm operational constraintsProject & Process ManagementStrong project management capabilities; coordinates cross-functional teams and complex initiativesProficiency with SLA tracking tools, CRM platforms, and operations dashboardsExcellent organizational skills; manages multiple client relationships and competing prioritiesDetail-oriented; ensures accuracy in client communications and documentationProblem-Solving & ResilienceProactive problem-solver; identifies issues early and develops solutionsRemains calm and professional under pressurePersistent follow-through; does not allow issues to slipPREFERREDQUALIFICATIONSCFA, FRM, or other relevant banking/finance certificationExperience at a large global bank or financial services firmPrior experience in a client services role at a fintech or banking technology providerExperience managing high-net-worth or institutional client portfoliosProficiency with Salesforce, ServiceNow, or similar enterprise client management platformsTrack record of maintaining >95% SLA compliance and high client satisfaction scoresWHAT WE'RE LOOKING FORClient obsession: Genuinely committed to client successUncompromising professionalism: Impeccable standards of communication and conductAccountability: Owns problems completely; does not deflect or make excusesEmotional intelligence: Reads situations and people well; adapts communication to audienceOperational rigor: Detail-oriented; maintains accuracy and disciplineStrategic thinking: Understands client business context; anticipates needsCollaborative spirit: Works effectively across internal silosResilience: Thrives in complex, fast-moving environments; remains composed under pressureAbout the organizationAt BNY, our culture speaks for itself, check out the latest BNY news at BNY Newsroom & BNY LinkedIn Here's a few of our recent awards: America's Most Innovative Companies, Fortune, 2025 World's Most Admired Companies, Fortune 2025"Most Just Companies", Just Capital and CNBC, 2025 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. BNY assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting. Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, the employee will be in an "at will" position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

About the company: At BNY, our culture allows us to run our company better and enables employees' growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world's investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide. Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.