We’re seeking a future team member for the role of Director, Client Executive Manager to join our Asset Servicing Client Service Japan team. This role is located in Japan (Tokyo).
Client Service is responsible for delivering a high-quality client experience across BNY’s Asset Servicing products. Based in Japan, this role supports enterprise clients across multiple segments and serves as a senior point of contact for complex service matters impacting the broader client relationship.
The Director is responsible for driving service excellence, strengthening client relationships, and aligning service delivery with BNY’s commercial strategy. The role provides strategic oversight across multiple products and platforms, leads internal coordination on key client matters, and identifies opportunities to improve the client experience through data, process improvement, and innovation.
This role also includes people and team management responsibility, with accountability for building team capability, managing performance, and maintaining a strong culture of client focus, collaboration, and continuous improvement.
In this role, you’ll make an impact in the following ways:
- Serve as a senior client service contact for enterprise clients in Japan, managing complex service issues and supporting overall relationship strength.
- Develop strong knowledge of clients’ businesses, service requirements, and strategic priorities.
- Build and maintain effective relationships with client stakeholders and internal partners across functions and geographies.
- Oversee service delivery quality and drive service plans to improve client outcomes and satisfaction.
- Lead data-driven discussions with clients, operations, and product teams to align expectations and improve service models.
- Resolve complex operational, technical, and client service issues, ensuring timely escalation and follow-through where required.
- Identify trends, risks, and opportunities to improve client experience, service performance, and operational efficiency.
- Contribute to business development by identifying service-related growth opportunities and supporting broader commercial objectives.
- Lead or support client service initiatives, process improvements, and strategic planning activities within the Client Service function.
- Monitor assigned client profitability and support positive commercial outcomes.
- Lead, coach, and develop client service team members in Japan.
- Manage performance, development planning, and team engagement.
- Support resource planning, workload management, and team effectiveness.
- Foster a strong culture of accountability, collaboration, and service excellence.
- Act as Service Account Lead (SAL) for designated client relationships where applicable.
- Provide enterprise-level oversight across relevant platforms, ensuring visibility of client sentiment, service performance, risks, and actions.
- Coordinate with Service Executives and platform stakeholders to maintain a consistent and aligned client service approach.
- Support enterprise governance through cross-platform reporting, escalation management, and strategic client review activity.
- Ensure appropriate oversight of enterprise-level client records, follow-ups, and reporting through approved tools including eCRM.
People / Team Management
- Lead, coach, and develop client service team members in Japan.
- Manage performance, development planning, and team engagement.
- Support resource planning, workload management, and team effectiveness.
- Foster a strong culture of accountability, collaboration, and service excellence.
SAL Responsibilities
- Act as Service Account Lead (SAL) for designated client relationships where applicable.
- Provide enterprise-level oversight across relevant platforms, ensuring visibility of client sentiment, service performance, risks, and actions.
- Coordinate with Service Executives and platform stakeholders to maintain a consistent and aligned client service approach.
- Support enterprise governance through cross-platform reporting, escalation management, and strategic client review activity.
- Ensure appropriate oversight of enterprise-level client records, follow-ups, and reporting through approved tools including eCRM.
AI / Innovation
- Apply knowledge of AI and generative AI use cases relevant to client service and Asset Servicing operations.
- Use data, analytics, and AI-enabled tools to enhance service quality, responsiveness, and client outcomes.
- Identify automation and reporting opportunities that improve workflow efficiency and service insight.
To be successful in this role, we’re seeking the following:
- Strong client relationship management and stakeholder engagement skills.
- Proven leadership capability, including people management and team development.
- Strong understanding of Asset Servicing products and the Financial Services industry.
- Ability to operate effectively in a complex global and matrix environment.
- Strong communication, presentation, and problem-solving skills.
- Strong commercial awareness and ability to align client needs with BNY capabilities.
- Understanding of APAC markets, client expectations, and industry trends.
- Ability to use data and technology to identify service risks and improvement opportunities.
- Strong understanding of AI and digital enablement in client service environments.
Qualifications
- Bachelor’s degree required; Master’s degree preferred.
- Accounting qualification preferred.
- 15+ years of relevant experience in Financial Services / Asset Servicing.
- Strong understanding of Financial Services business.
- Native Japanese and fluent English required.
- Prior people management and/or enterprise client governance experience preferred.
About Us
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.
