VP Business Banking ? Ongoing Service Strategy

Department Description:


Merrill Lynch is one of the world?s leading financial management and advisory companies, with offices in 36 countries and total client assets of approximately $1.6 trillion. As an investment bank, it is a leading global underwriter of debt and equity securities and strategic advisor to corporations, governments, institutions and individuals worldwide. Through Merrill Lynch Investment Managers, the company is one of the world?s largest managers of financial assets. Firm wide, assets under management total $479 billion.Brief Description:
Global Private Client (GPC) is the world's premier provider of wealth management services ? with more than $1 trillion in client assets. Unmatched advice and guidance are hallmarks of our private client franchise and remain a substantial competitive advantage. Merrill Lynch's 14,000 Financial Advisors ? the best trained force of its kind in the industry ? offer a comprehensive range of products and services to meet clients' unique needs. Our philosophy, Total MerrillSM, symbolizes all that is possible in a relationship with Merrill Lynch: from credit and lending to investments; from estate planning to philanthropic strategies; from retirement to small business services. With Total MerrillSM, we believe it is no longer necessary for our clients to maintain a relationship with any other financial institution.Job Responsibilities:


This position is responsible for supporting the development and implementation of a superior FA/CA and Client service experience for brokerage cash management and business banking clients.  This individual will be a key member of the team driving the integration of the brokerage and new banking platform for business clients. The position reports into Strategic Business Marketing Development team within The Global Bank Group.  The team is dedicated to building the firm?s banking services targeted to our existing business clients as well as new customer segments.Work with Operations and Service teams to ensure a superior client and FA/CA experience for all business banking products including: WCMA/BIA and new business banking productsResponsible for ongoing service initiatives including: client and FA/CA service model, account statements and account analysisCreate strategy to integrate the bank and brokerage business for the new banking products,Develop and execute client satisfaction measurement tools and build action plans to resolve business issues or implement process enhancementsBe the central point of contact for elevated service center & customer experience issuesResponsible for keeping servicing partners updated on business developments and trained on product enhancementsSupport delivery of service procedures for new products and product changes.Proactively monitor the competitive environment and perform best practices benchmarking of various competitors on such metrics as call center performance; client satisfaction and recommend ongoing program enhancementsQualifications:
Minimum BS or BA Series 7/66 preferred, but can be obtained while in the position5+ Years experience in the financial services industry Client focus orientation  Strong thought leadership skills and excellence in driving results Self-motivated, organized who enjoys working in a fast-changing, growth business Excellent verbal, written and presentation skills


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