Investor Services Ops Lead - Premier Clients (Hybrid, Boston)

BNY; Boston (MA); On-site; USD 100,000 - 140,000; Full time

Job summary

BNY is seeking an experienced client operations professional in Boston to own the end-to-end service relationship for premier clients. You will serve as the primary operational contact for inquiries, issues, and service-related matters, building strong relationships with senior stakeholders across Transfer Agency oversight.

You will lead operational change initiatives, identify risks and opportunities, and drive process improvements to reduce manual work and improve efficiency.

Qualifications

• Bachelor’s degree or equivalent relevant experience.
• Experience in client operations, fund services, transfer agency, or a related financial services environment.
• Demonstrated experience managing client relationships and supporting complex service delivery models.

Responsibilities

• Own the end-to-end service relationship for premier clients across all operational deliverables and service interactions.
• Serve as the primary operational contact for client inquiries, issue management, and service-related matters.
• Build and maintain strong relationships with senior client stakeholders, including leaders responsible for Transfer Agency oversight.
• Lead and coordinate the operational delivery of client change initiatives, ensuring effective execution and minimal disruption.
• Identify service issues, emerging risks, and opportunities for process improvement, and drive actions to resolution.
• Participate in and lead regular client service review meetings to discuss performance, priorities, and improvement opportunities.
• Deliver peer benchmarking insights and operational data to support client discussions and identify service enhancements.
• Promote greater efficiency and scalability by reducing manual processes and supporting alignment to standard operating models.
• Manage client escalations through investigation, root cause analysis, action planning, and follow-through.

Skills

Client relationship management

Operations management

KPI reporting

Data-driven decision making

Change initiative leadership

Education

Bachelor's degree or equivalent relevant experience

Job description

BNY is seeking an experienced client operations professional in Boston to own the end-to-end service relationship for premier clients. You will serve as the primary operational contact for inquiries, issues, and service-related matters, building strong relationships with senior stakeholders across Transfer Agency oversight.

You will lead operational change initiatives, identify risks and opportunities, and drive process improvements to reduce manual work and improve efficiency.