Client Operations Specialist II - Payments & Automation

BNY; Pittsburgh (Allegheny County); On-site; USD 70,000 - 100,000; Full time

Job summary

BNY is seeking a Specialist, Client Operations II for BTS Operations to manage end-to-end client inquiries and deliver day-to-day services with accuracy and timeliness. The role focuses on improving client experience through data‑driven performance metrics and automation while coordinating with multiple global teams.

The position emphasizes adoption of eCRM and automation tools to streamline workflows, reduce manual steps, and support scalable client service delivery across locations in

Qualifications

• 2+ years of operations experience in financial services
• Demonstrated success implementing operational metrics, dashboards, and data-driven improvements
• Hands-on experience with case management platforms (eCRM) including queue configuration and routing
• Process improvement mindset with automation experience
• Strong communication and stakeholder management skills
• Experience across global time zones and functions
• Background in Payments (ACH, Checks, Wire Transfers, ACATS, Debit Cards) preferred
• Bachelor’s degree required; advanced degree or certifications are a plus

Responsibilities

• Own and resolve client inquiries end-to-end with accuracy and timeliness
• Design and monitor operational metrics and dashboards (SLA, case aging)
• Configure and optimize eCRM queues, routing, and escalation rules
• Lead automation initiatives to reduce manual processes and improve efficiency
• Collaborate with cross‑functional teams across global time zones to improve client outcomes

Skills

Operations experience

Data-driven improvements

Stakeholder management

Analytical problem solving

Education

Bachelor’s degree

Tools

eCRM

Case management platforms

AI-assisted tooling

Job description

BNY is seeking a Specialist, Client Operations II for BTS Operations to manage end-to-end client inquiries and deliver day-to-day services with accuracy and timeliness. The role focuses on improving client experience through data‑driven performance metrics and automation while coordinating with multiple global teams.

The position emphasizes adoption of eCRM and automation tools to streamline workflows, reduce manual steps, and support scalable client service delivery across locations in