Job Description

We're seeking a future team member for the role of Vice President, Client Operations Manager - BNY A.M.P. (Banking as a Service) Operations to join our Global Payments and Trade OperationsPlatform. This role is located in Pittsburgh, PA.

About the Role

The Vice President, Client Operations Manager (COM) in BNY's A.M.P. Operations space is a product-specific operational leader responsible for client data management and analytics, end-to-end client inquiry management and delivery of day-to-day operational services. This role ensures client deliverables meet agreed service levels (accuracy, timeliness), provides operational shielding so processing teams can focus on production, and drives proactive, data-driven improvements-including automation and elimination of manual processes-to enhance client experience and operational efficiency.

Key Responsibilities

• Operational ownership and query resolution
  • Lead a team serving as primary point of contact to analyze, triage, and respond to client queries
  • Ensure all client deliverables are accurate and timely
  • Escalate client concerns or issues to Client Service Delivery team
  • Partner with Operations teams to improve client experience and outcomes
• Performance metrics, data, and continuous improvement
  • Design and implement operational metrics and dashboards to monitor performance (e.g., resolution timeliness, case aging)
  • Implement client-specific metrics to assess BNY performance versus standards (SLA thresholds) and provide efficiency benchmarks
  • Use data to anticipate and resolve issues before they arise; identify and remediate root causes to reduce re-opened and aged cases
• Operating model and coverage
  • Implement a client coverage model appropriate for the platform/product, with clearly defined accountability for service delivery
  • Maintain consistency and alignment with minimum standards across platforms
• ECRM adoption
  • Ensure all client communications (transaction-specific queries) are managed via eCRM
  • Configure eCRM queues, routing rules and assignment logic
  • Build team views and dashboards; define escalation triggers; establish metadata and best practices at the queue level
  • Streamline mailbox structures, archive legacy threads, reduce mailbox size, and remove undocumented client-side rules in support of scale
• Automation and digital employee enablement
  • Collaborate with clients and internal teams to drive automation and eliminate manual processes
  • Leverage the Digital Inquiry Service Companion (DISC) and AI capabilities, with human validation, to improve response times and standardize high-quality replies
  • Monitor performance via AI/operational dashboards and support phased rollout with clear success criteria

To be successful in this role, we're seeking the following:

• Bachelor's degree in Business Administration, Finance, or a related field
• Advanced degree or relevant certifications are a plus (e.g., PMP, Lean Six Sigma Black Belt, Data/AI certifications) are a plus
• Typically 4-7 years of experience and 0-1 years of management experience
• 8+ years of operations experience in financial services with deep, product-specific expertise; 3+ years leading client-facing teams preferred
• Demonstrated success implementing operational metrics, dashboards, and data-driven performance improvements
• Hands-on experience with case management platforms (e.g., eCRM): queue configuration, routing/assignment logic, operational views, and escalation management
• Process improvement mindset with a proven track record driving automation and reducing manual workflows with clients and internal stakeholders
• Skilled communicator with stakeholder management experience
• Experienced on prioritization with an ability to "connect the dots" across the organization while maintaining a client-centric focus
• Effective collaboration across multiple global time zones and functions
• Strong analytical and problem-solving capabilities; adept at anticipating issues and implementing preventive controls
• Comfortable leveraging AI-assisted operational tools with human controls (e.g., digital employees drafting responses for human validation)
• Background in Payments Preferred: ACH, Checks, Wire Transfers, Debit Cards

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 assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting.

Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, the employee will be in an "at will" position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.