Vice President - Client Service Manager - Securities Services

Shape a client-facing operations team where your leadership directly strengthens client confidence, team engagement, and operational resilience. You’ll run a high-visibility service function supporting complex custody clients and help modernize how we deliver outcomes at scale.

As a Client Service Manager III within Securities Services Operations, you manage and develop a client service team that delivers high-quality custody operations support while strengthening risk and controls. You create an inclusive culture where expectations are clear, performance is supported, and clients are at the center of how we work. You partner closely with colleagues across product, technology, risk, compliance, and sales to resolve complex issues and improve service delivery. You use data and client feedback to identify trends, remove friction, and implement scalable process and control improvements

Job responsibilities

• Lead the client-facing operations client service team in addressing client inquiries, processing transactions, troubleshooting problems, and handling complaints, utilizing your advanced conflict management skills to ensure client satisfaction.

• Develop and implement strategic plans to enhance service center operations, leveraging your proficiency in strategic planning and process automation to drive operational efficiency.

• Utilize your expert knowledge in anti-fraud strategies to detect and prevent fraudulent transactions, safeguarding our clients and the bank from potential financial and reputational damage.

• Identify trends and generate innovative solutions to meet client needs, using your advanced skills in market product knowledge and digital literacy to stay ahead of industry developments and technological advancements.

• Foster strong relationships with internal stakeholders and clients, leveraging your advanced skills in influence and internal stakeholder management to drive mutually beneficial outcomes.

Required qualifications, capabilities, and skills

• 7+ years of experience in managing customer service teams in a financial institution, with a focus on service center operations.

• Proven expertise in implementing anti-fraud strategies to detect and prevent fraudulent transactions in a banking environment.

• Demonstrated proficiency in strategic planning and process automation, with a track record of enhancing operational efficiency in client service delivery.

• Advanced skills in conflict management, with experience in resolving complex client issues and complaints.

• Strong digital literacy with experience in leveraging new/emerging technologies to enhance business operations and client service.

Preferred qualifications, capabilities, and skills

• Extensive experience in the banking or financial services industry, particularly in commercial or investment banking, with strong leadership and team management skills to inspire high performance.

• Proficient in using banking software, systems, and data analytics tools to drive decision-making and develop effective solutions for complex situations.

• Focused on continuous improvement, identifying opportunities for process enhancements, and implementing changes to improve client experiences.

• Ability to apply cultural intelligence to engage effectively with diverse clients and utilize data and tech literacy for innovative solutions.

• Experience in mentoring team members and leading projects to achieve client and business goals.

• Insurance and pension experieince