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

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

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

• Lead strategic client service for China, serving as the senior escalation point and driving executive-level communications, Service Reviews aligned to SLAs and client outcomes.
• Manage, develop, and retain a high-performing team, setting objectives, coaching for excellence, and building succession pipelines while fostering a client-obsessed, accountable culture.
• Manage a portfolio of Premium clients based in China to elevate the client experience for a differentiated service with consultative approach for this client segment.
• Establish and oversee service governance and risk/control frameworks, ensuring robust root cause analysis, remediation, and preventive actions, with adherence to China regulations and internal policies.
• 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.

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 15 years of relevant product/financial experience in banking or client service. Senior leadership experience in complex client environments preferred.
• Proven track record of at least 5 years of people management experience, leading teams of client service professionals with demonstrable outcomes in performance uplift and culture-building.
• 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:

BNY Newsroom

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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.