Vice President, Client Service Management

We’re seeking a future team member for the role of VP, Client Service Manager to join our Global Payments & Trade team. This role is located in New York, NY. 

Serve as senior SME for assigned client portfolio and backup escalation point supporting the Team Lead, delivering end-to-end client service across multiple GP&T products and driving complex issue resolution and continuous improvement.

In this role, you'll make an impact in the following ways:

· Serve as primary contact for complex, multi-product client situations; deliver end-to-end service and monitor satisfaction.

· Act as GP&T SME with holistic knowledge of products, operational flows, and supporting technology infrastructure across segments.

· Engage Segment Managers/Service Executives and act as Officer-in-Charge for priority calls and complex escalations.

· Ensure execution of service commitments (SLAs/KPIs); provide data-driven recommendations for client service model evolution.

· Maintain quality assurance oversight for processes, controls, and communications to drive consistency and auditability.

· Identify service-led growth opportunities; protect revenue and support RFPs, KPIs, client documents, and reviews.

· Manage segment/sub-segment queue health (intake, prioritization, timely handling); rebalance capacity as needed.

· Provide clear status, risk, and remediation updates on open issues and commitments.

· Use data analytics to drive root-cause identification, trend analysis, and preventive improvements; embed lean thinking and promote digital adoption.

· Help coach and develop Client Service specialists through guidance and case reviews; uplift team capability without direct line management.

Skills & Competencies

· Deep GP&T product and operational flow expertise.

· Independent thinker with sound decision making under difficult situations, and escalation management.

· Data analytics for trend analysis and preventive improvement.

· Stakeholder engagement and cross-functional coordination.

· Service-led sales support and revenue protection awareness.

Core KPIs / Success Measures

· Resolution of complex incidents and escalations with durable corrective actions.

· SLA/KPI performance and quality assurance outcomes.

· Identification and enablement of service-led growth opportunities.

· Contribution to continuous improvement and team capability building.

Key Stakeholders & Collaboration Points

· Service Managers, Service Executives, Operations, Product, Technology, Sales, Enablement and Risk.

· External clients for complex reviews and communications.

· Cross-functional internal leadership and partners.

Tools & Systems Used

· Advanced case management and tracking tools.

· Analytics and reporting platforms for SLA/KPI monitoring.

· Collaboration and communication systems.

Governance, Controls, and Compliance Considerations

· Comply with firm / Client Service policies, Risk Framework and professional conduct standards.

· Ensure auditability of processes and communications; maintain control effectiveness.

· Escalate matters with client impact or regulatory implications promptly.

Training & Readiness Expectations

· Complete mandatory Learnings; maintain current knowledge of tools, systems, and controls.

· Meet Service objectives and training journey requirements.

· Share best practices and product/flow expertise with team members.

Escalation Paths and Oversight Cadence

· Weekly team meetings for alignment and review.

· Monthly one-on-one meetings for progress and development.

· Mid-year and end-of-year performance conversations and evaluation.
 

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

• Bachelor's degree in Finance, Business Administration, or a related field or the equivalent combination of education and experience.
• Advanced degree (e.g., MBA) preferred.
• Typically 5-7 years of experience.
• Written/Verbal Bilingual language capabilities (Portuguese & Spanish) strongly desired.