Vice President, Client Service Management (Shanghai, Global Payments & Trade)

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 #Life AtBNY is all about. Join us and be part of something extraordinary.

We’re seeking a future team member for the role of VP, Client Service Management to join our Global Payments & Trade Client Services team. This role is located in China (Shanghai).

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

• Act as client service point of contact for day-to-day inquiries and ensuring timely response by adhering to service levels for resolution and provide quality client experience
• Manage a portfolio of Premium clients based in Mainland China to elevate the client experience for a differentiated service with consultative approach for this client segment.
• Champion digital enablement and process transformation across transaction banking (FX, Payments, Trade Finance, Cash Management), increasing STP, reducing defects, and improving turnaround times.
• Drive data-led service optimization—define and track KPIs/SLAs, client satisfaction, and STP metrics; translate insights into prioritized initiatives with disciplined execution and measurable impact.
• Orchestrate cross-functional partnerships and regional coverage (APAC), collaborating with Product, Operations, Technology, Implementation, and Sales to streamline end-to-end client journeys and standardize best practices.
• Supports multiple geographies (when required) and client accounts across APAC.

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

• Bachelor’s degree or the equivalent combination of education and experience is required.
• Minimum 12 years of relevant product/financial experience in banking or client service. People Management experience leading high performing team preferred.
• Fluent in business Mandarin (written and conversational). Fluency in English is required. Fluency in another Asian language is an added advantage to support broader client segments.
• Foundation in transaction banking product knowledge (FX, Payments, Trade Finance, Cash Management, etc)
• Strong analytical and problem-solving skills; adept at translating data into insights, decisions, and action plans. Consultancy or data analytics experience is a plus, especially in driving transformation initiatives.
• Excellent interpersonal, stakeholder management, and executive communication skills; comfortable influencing senior internal and external stakeholders.
• Familiarity with China market practices, regulatory environment, and industry best practices; ability to balance client advocacy with risk and control requirements.

At BNY, our culture speaks for itself, check out the latest BNY news at:

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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.