Client Service Account Manager

The Senior Associate Client Service Account Manager will be responsible for servicing a portfolio of large global and technically complex FIG NonBank Financial Institution (NBFI) clients and regulated payment institutions/fintechs. The role suits a self-starter with good collaboration skills and a client-service mindset.

Within Payments Client Service the Senior Associate will act as the day-to-day service owner for the assigned portfolio serving as the primary point of coordination and resolution for service-related matters. The role partners closely with product operations and technology teams to deliver outcomes leading complex issues through structured execution and escalating to senior coverage/service leadership when appropriate.

Key Responsibilities

• Act as a trusted advisor and proactive partner to clients providing consultative guidance across payments liquidity controls and operational resiliency with an understanding of how needs differ by NBFI business model and regulatory regime.
• Engage client stakeholders proactively to review service performance monitor delivery against commitments identify potential blockers and sustain high satisfaction across regions and time zones.
• Serve as the central owner for service issue resolution and escalation coordinating with operations technology production management implementations and product partners to identify root cause manage communications and deliver durable remediation under appropriate governance.
• Communicate complex process data and technology topics clearly to client audiences confidently presenting incident status control requirements and remediation plans to both operational and senior stakeholders.
• Identify product and service gaps and propose development opportunities by leveraging the Payments and Treasury Services capability set recommending enhancements that improve straight-through processing reconciliation reporting controls and operational efficiency for FIG/NBFI environments.
• Support adherence to risk policies and practices by reinforcing control expectations with clients and internal partners and by advising clients on relevant legal regulatory and cyber-related developments impacting payments operations data handling and resiliency.

• Advocate for clients by aligning regional service teams and internal stakeholders on priorities and execution ensuring clear ownership timelines and accountability for deliverables.

Required Qualifications Skills and Capabilities

• Meaningful experience in financial services client service and/or Treasury Services/Payments including demonstrated ownership of a client portfolio and consistent performance in a fast-paced high-accountability environment.
• Strong understanding of domestic and international Payments and Treasury Services including awareness of financial exposure and operational risk related to payment processing liquidity flows cut-offs exception handling and operational controls.
• Technical proficiency sufficient to support solution design and troubleshooting across modern connectivity and processing models including APIs file-based transmission SWIFT and host-to-host connectivity.
• Excellent communication collaboration presentation negotiation and consultative skills with the ability to influence diverse stakeholders and tailor messaging for operations technology product partners and client leadership.
• Effective prioritization and time management with the ability to manage multiple concurrent deliverables and incidents meet commitments with minimal supervision and escalate early when risk client impact or timelines require senior attention.
• Demonstrated ability to lead complex issues end-to-end by structuring problem-solving coordinating appropriate internal/external partners maintaining a holistic view of impacts and driving execution to closure with proper documentation and control awareness.
• Awareness of FIG/NBFI operating-model complexity including heightened control expectations regulatory sensitivity and dependencies on market infrastructures and payment rails and the ability to apply this context to incident management change delivery and client engagement.