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 Lake Mary, FL or Pittsburgh, PA.
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.