Client Service Quality Manager

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 Quality Manager join our Treasury Services Client Services team. Bank of New York adheres to an industry standard enterprise sourcing vendor due diligence and governance framework as outlined via BNY policy. This role is in Pittsburgh, PA

The Client Service Quality Manager has a pivotal role within this process and you'll make an impact in the following ways:

• Represent Global Client Service in strategic client relationship projects, ensuring service aspects are accounted for, from onboarding through warranty period
• Responsible for understanding larger scale Client projects occurring throughout Treasury Services to ensure appropriate coordination and hand-offs between the core coverage teams (Sales, Client Enablement and Service)
• Appropriate follow through with relevant participants to ensure acknowledgment and documentation of Service Standards
• Document and address potential Service issues with internal and external stakeholders, ensuring remediation plans and ownership are developed
• Deliver against Objectives, Key Results, Key Performance Indicators, and strategic goals
• Ensure Service delivery aligns with company methodologies and standards to achieve strategic Business outcomes
• Work with key stakeholders to capture Service expectations and align with existing standards, ensuring appropriate approvals and models for successful execution
• Post implementation, perform monitoring activities to ensure Service is running as expected and meeting the client's business needs and if not, connect with relevant stakeholders to correct accordingly
• Inspecting and evaluating product enablement to ensure Servicing aspects have been delivered with measurable accuracy

To be successful in this role, we're seeking the following:

• Bachelors degree or te equivalent combination of education and experience (Banking/Financial) is required
• 5+ years of total work experience required
• Self-motivated with client focus centricity and lean thought process
• Strong communication skills; written, verbal and effective listening skills
• Ability to be cross-fungible and multitask under pressure
• Able to adapt to changing environment and business needs

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.