Overview

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.