[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Bank of New York Mellon jobs](https://jobs.opennash.com/companies/bank-of-ny-mellon/) · [Search jobs](/search/) Bank of New York Mellon · Lake Mary, FL # Senior Director, Client Service Executive - Service Account Lead Lake Mary, FL, United States Hybrid Full-time Director Customer Support Listed on Bank of New York Mellon’s official careers site. Posted October 13, 2026. Check that it is still open and apply there. [Apply on Bank of New York Mellon’s careers site →](https://eofe.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/BNY-Careers/job/82236) [OpenNash Jobs](https://jobs.opennash.com/) / [Bank of New York Mellon](https://jobs.opennash.com/companies/bank-of-ny-mellon/) / Senior Director, Client Service Executive - Service Account Lead ## Job description EXECUTIVE ### SUMMARY We 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 Management - Serve 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 quality - Develop 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 early - Resolve escalations swiftly and professionally, with full accountability to leadership ### Onboarding & Client Activation - Lead white-glove onboarding experiences for new enterprise clients - Develop customized onboarding roadmaps that meet each client's operational needs and timelines - Coordinate across all internal teams (operations, technology, compliance, product, sales) to ensure seamless client activation - Conduct kick-off meetings, training sessions, and knowledge transfer - Monitor onboarding health; proactively identify and resolve blockers Service Level Agreement (SLA) Governance & Compliance - Own SLA accountability for assigned clients; track performance metrics against contractual commitments - Establish internal SLA targets that exceed client commitments - Monitor SLA dashboards; escalate breaches immediately and develop corrective action plans - Prepare monthly SLA reports for client review; address any gaps with accountability and action plans ### Internal Coordination & Issue Resolution - Serve as the internal orchestrator for client issues; identify root causes and coordinate fixes - Manage scope, dependencies, and timelines for client-impacting work - Chase internal stakeholders for decisions and deliverables - Translate between client business needs and internal technical capabilities ### Communication & Executive Presence - Maintain consistent, professional communication with all client touchpoints - Prepare clear, executive-level status reports, dashboards, and presentations - Represent the firm professionally in all client interactions - Lead client meetings with clear agendas, documented action items, and follow-up Insights, Feedback & Continuous Improvement - Gather client feedback on service quality and pain points - Provide insights to leadership on client satisfaction trends - Identify process improvements and champion enhancements to service quality Team & Talent Development - Mentor and develop junior client services staff - Provide guidance and escalation support to operations and account management teams ### REQUIRED QUALIFICATIONS Experience & 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 operations - Minimum 5+ years managing relationships with large institutional clients - Bachelor’s degree or the equivalent combination of education and experience is required with an MBA preferred. MBA or advanced degree in Business Administration or Finance Demonstrated success leading white-glove client experiences and complex onboarding - Experience owning SLA management and service quality metrics - Proven ability to manage escalations and resolve complex issues under pressure ### Banking & Operations Knowledge - Deep understanding of banking operations and institutional client needs - Knowledge of banking infrastructure, regulatory requirements, and operational compliance - Familiarity with enterprise client onboarding requirements and operational readiness ### Interpersonal Skills & Executive Presence - Exceptional interpersonal and communication skills; builds trust with senior client stakeholders - Commanding executive presence; comfortable in high-level meetings and boardroom settings - Excellent written communication; articulates complex issues clearly in executive-level reports - Active listening skills; demonstrates empathy and commitment to understanding client perspectives - Diplomatic negotiation skills; balances client needs with firm operational constraints ### Project & Process Management - Strong project management capabilities; coordinates cross-functional teams and complex initiatives - Proficiency with SLA tracking tools, CRM platforms, and operations dashboards - Excellent organizational skills; manages multiple client relationships and competing priorities - Detail-oriented; ensures accuracy in client communications and documentation ### Problem-Solving & Resilience - Proactive problem-solver; identifies issues early and develops solutions - Remains calm and professional under pressure - Persistent follow-through; does not allow issues to slip ### PREFERRED QUALIFICATIONS - CFA, FRM, or other relevant banking/finance certification - Experience at a large global bank or financial services firm - Prior experience in a client services role at a fintech or banking technology provider - Experience managing high-net-worth or institutional client portfolios - Proficiency with Salesforce, ServiceNow, or similar enterprise client management platforms - Track record of maintaining >95% SLA compliance and high client satisfaction scores ### Client obsession - Genuinely committed to client success ### Uncompromising professionalism - Impeccable standards of communication and conduct ### Accountability - Owns problems completely; does not deflect or make excuses ### Emotional intelligence - Reads situations and people well; adapts communication to audience ### Operational rigor - Detail-oriented; maintains accuracy and discipline ### Strategic thinking - Understands client business context; anticipates needs ### Collaborative spirit - Works effectively across internal silos ### Resilience - Thrives in complex, fast-moving environments; remains composed under pressure ## At a glance - Posted by the employer: Oct 13, 2026 - First seen by OpenNash: Oct 19, 2026 - Last checked: Oct 19, 2026 - Listed for: 6 days - Location: Lake Mary, FL, United States - Work arrangement: Hybrid - Employment type: Full-time[Apply on Bank of New York Mellon’s careers site →](https://eofe.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/BNY-Careers/job/82236) ## More jobs at Bank of New York Mellon ### [2027 BNY Analyst Program – Client Service - (Lake Mary, FL)](https://jobs.opennash.com/companies/bank-of-ny-mellon/jobs/8d8ae844dfa2b645d9b7/) Lake Mary, FL, United States ### [2027 BNY Summer Internship Program – Client Service (Lake Mary, FL)](https://jobs.opennash.com/companies/bank-of-ny-mellon/jobs/8aff6cd6ff07957a89d7/) Lake Mary, FL, United States ### [Director, Client Service Executive Manager - Government Solutions](https://jobs.opennash.com/companies/bank-of-ny-mellon/jobs/9317ef6c475383613c06/) Lake Mary, FL, United States ### [Senior Vice President, Client Service Executive - Government Solutions](https://jobs.opennash.com/companies/bank-of-ny-mellon/jobs/c7870feda03d78710e15/) Lake Mary, FL, United States ### [Vice President, Client Service Management (Global Collateral Platform)](https://jobs.opennash.com/companies/bank-of-ny-mellon/jobs/0f37cec77d89a2e41a4a/) Lake Mary, FL, United States ## Similar jobs at other companies ### [Senior Client Executive](https://jobs.opennash.com/companies/allianz/jobs/8e31458e9ad0edba2b6b/) Allianz · Chicago, Illinois, United States ### [Senior Client Executive](https://jobs.opennash.com/companies/equinix/jobs/1afa64018c1f9ac58acb/) Equinix · Redwood City, California, United States ### [Relationship Executive - Food & Agribusiness - Executive Director](https://jobs.opennash.com/companies/jpmorganchase/jobs/2502760e3616aad3b8cb/) JPMorganChase · Dallas, TX, United States ### [Business Development Executive, JPM Private Client (Affluent)](https://jobs.opennash.com/companies/jpmorganchase/jobs/8e07aa599de6d8bfbb69/) JPMorganChase · New York, NY, United States ### [Strategic Client Executive II, Collaborative Ventures](https://jobs.opennash.com/companies/unitedhealth-group/jobs/774886e06e4148ccd24d/) UnitedHealth Group · New York OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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