Director, Head of Client Service – Archer Managed Account Services (MAS)

We work as trusted business partners and always strive to deliver the most value and highest return on investment for our clients. We are highly trained business professionals with a strong understanding of clients' needs. We work closely with the leading staffing trade associations, training, and research organizations to ensure we are knowledgeable of the latest industry trends and technologies.

Experience: 12-15+ Years

The Director, Head of Client Service is responsible for the overall leadership, strategy, and execution of the Client Service organization supporting BNY Archer Managed Account Services (MAS). This senior leadership role oversees a multi-tiered client service team consisting of Senior Vice Presidents, Vice Presidents, Senior Specialists, and Specialists responsible for serving retail Separately Managed Account (SMA) managers, multi-channel asset managers, wealth management firms, and managed account sponsors. [Client Ser...s JDs.docx | Word]

The Director serves as the senior leader accountable for client satisfaction, service delivery excellence, client retention, operational governance, talent development, and continuous improvement across the client service function. This role is responsible for ensuring a scalable, client-centric service model that supports both strategic client relationships and day-to-day service execution.

Working closely with executive leadership, Product, Technology, Operations, Client Coverage, and Implementation teams, the Director establishes service strategy, drives organizational effectiveness, manages senior client escalations, and champions initiatives that enhance the overall client experience across the Archer platform. This role maintains executive-level relationships with key clients and serves as the highest level of escalation and accountability within the Client Service organization. [Client Ser...s JDs.docx | Word]

Key Responsibilities

Leadership & Team Management

• Provide strategic leadership and oversight for the Client Service organization, including SVPs, VPs, Senior Specialists, and Specialists.

• Establish team structure, coverage models, staffing plans, performance expectations, and development programs.

• Lead, coach, and mentor senior client service leaders to build a high-performing and scalable organization.

• Drive succession planning, talent development, and organizational growth initiatives.

• Foster a culture of accountability, collaboration, responsiveness, and client-focused execution.

Client Relationship & Service Strategy

• Own the overall client service strategy supporting Archer Managed Account Services clients.

• Maintain executive-level relationships with key strategic clients and industry partners.

• Partner with senior client stakeholders, including executive and C-suite leaders, to understand strategic objectives and evolving business needs.

• Ensure consistent delivery of high-quality service across all client segments and support models.

• Serve as the highest point of escalation for critical client concerns and service-related issues.

Service Governance & Operational Oversight

• Establish service governance frameworks, reporting standards, escalation procedures, and client engagement practices.

• Monitor client satisfaction, service performance, operational effectiveness, and key risk indicators across the portfolio.

• Review service trends and identify opportunities to improve responsiveness, consistency, scalability, and efficiency.

• Ensure alignment between client expectations and internal service delivery capabilities.

• Oversee executive business reviews, service reviews, and strategic governance meetings.

Cross-Functional Leadership

• Partner with Operations, Product, Technology, Implementation, Data Integration, and Client Coverage leadership teams.

• Advocate for client priorities and influence platform enhancements, technology improvements, and operational process changes.

• Support major client onboarding initiatives, platform migrations, and strategic business projects.

• Align organizational resources to meet client commitments and business objectives.

Strategic Planning & Continuous Improvement

• Develop long-term service strategies that support business growth and client retention goals.

• Identify opportunities to improve service delivery through process optimization, automation, and technology enablement.

• Drive consistency in reporting, communication standards, governance practices, and operational controls.

• Establish measurable service metrics and performance indicators to monitor organizational success.

Preferred Qualifications

• 12-15+ years of experience in client service, client relationship management, account management, service delivery, or operational leadership within financial services.

• Significant experience supporting managed accounts, wealth management, investment operations, asset servicing, or related financial services businesses.

• Proven track record leading large client-facing organizations and developing senior leaders.

• Strong executive presence with experience interacting directly with C-suite stakeholders.

• Demonstrated success managing service organizations supporting institutional, retail, SMA, or wealth management clients.

• Experience overseeing service governance, escalations, client retention, and operational performance management.

• Exceptional communication, leadership, stakeholder management, and strategic planning skills.

• Ability to influence outcomes across multiple business functions and executive leadership teams.

Success Measures

• High levels of client satisfaction, retention, and relationship growth.

• Consistent execution of service standards and governance practices across all client segments.

• Strong employee engagement, talent development, and leadership pipeline creation.

• Effective management of client escalations, service risks, and operational challenges.

• Improved service scalability, efficiency, and organizational effectiveness.

• Strong alignment between Client Service, Operations, Product, Technology, and Client Coverage teams.

• Creation of a world-class client service organization supporting the continued growth of Archer Managed Account Services.

All your information will be kept confidential according to EEO guidelines.