Senior Director, Client Processing Manager

BNY; Pittsburgh (Allegheny County); On-site; USD 150,000 - 200,000; Full time

Benefits offered by this job

401(k) plan

Medical, dental, vision, and life insurance

Job summary

BNY is seeking a Senior Director, Client Processing Manager - Payment Operations in Pittsburgh, PA. This role involves leading the operational strategy for high-velocity payment flows and ensuring excellence in client experience.

The ideal candidate will have over 15 years of experience in payments operations, alongside a strong background in AI and process reengineering. Competitive benefits and a focus on employee wellbeing are integral to our company culture.

Qualifications

• 15+ years of total work experience preferred, with 5-7 years in management.
• 12+ years in payments operations or adjacent domains with 7+ years leading large teams.
• Demonstrated success implementing AI/ML in production operations.

Responsibilities

• Lead operational strategy and execution for payment flows.
• Drive operational excellence, client experience, and risk control.
• Own the US payments operations strategy and performance outcomes.

Skills

Payments operations management

Data literacy

Stakeholder management

AI/ML implementation

Process reengineering

Education

Bachelor’s degree

Advanced degree or relevant certifications

Tools

SQL

AI/Automation platforms

Job description

Overview

Senior Director, Client Processing Manager - Payment Operations. This role is part of the Payments Enablement Platform Ops team and is located in Pittsburgh, PA.

Responsibilities

• Lead end-to-end operational strategy and execution across the region for high-velocity, mission-critical payment flows (domestic, cross-border, real-time rails, high-value payments).
• Drive operational excellence, client experience, and risk control while accelerating data‑driven decisioning, AI-enabled operations, and intelligent automation at scale.
• Own the US payments operations strategy, operating model, and performance outcomes; set direction, define success metrics, and ensure alignment with global standards.
• Lead multi-country operations teams, balancing regional nuances with global consistency and scalability.
• Shape capacity planning, workforce strategy, location strategy, and vendor/partner engagement.
• Ensure daily operational integrity across all payment rails with focus on timeliness, accuracy, resiliency, and client SLAs.
• Strengthen first‑line risk and control discipline: incident prevention, rapid issue resolution, root‑cause elimination, change control, and regulatory adherence.
• Drive operational readiness for new products, market infrastructures, and regulatory changes.
• Build a data-literate culture; define critical data elements, quality standards, and the operational analytics roadmap.
• Implement AI/ML use cases for exception handling, anomaly detection, forecasting, and intelligent workflow orchestration.
• Scale intelligent automation (RPA, orchestration, decision engines) to reduce manual effort, accelerate cycle times, and improve straight‑through processing (STP).
• Lead end-to-end process reengineering: eliminate failure demand, simplify controls, standardize workflows, and modernize tooling.
• Champion continuous improvement (Lean/Agile) and measurable uplift in KPIs: STP, cost-to-serve, defect rate, turnaround time, and NPS.
• Partner with Technology and Product to co-create target-state capabilities, ensuring operational design is embedded early in change.
• Serve as the senior operational point of contact for strategic clients and market infrastructures in the US; handle escalations with urgency and transparency.
• Collaborate with Sales, Product, Technology, Risk, Compliance, and Finance to deliver client outcomes and business growth.
• Represent operations in US governance forums; communicate performance, risks, and transformation progress.
• Build and develop high-performing, diverse teams; set clear goals, coach leaders, and foster accountability.
• Promote a culture of client obsession, curiosity, ownership, and collaboration across locations and time zones.
• Invest in upskilling: data literacy, AI fluency, automation tooling, and agile ways of working.

Qualifications

• Bachelor’s degree or the equivalent combination of education and experience; advanced/graduate degree preferred.
• 15+ years of total work experience preferred, with at least 5–7 years in management.
• 12+ years in payments operations or adjacent domains (transaction banking, clearing, real-time payments, cross-border), with 7+ years leading large, multi-site teams.
• Proven track record running complex operations with significant daily volumes, tight SLAs, and high regulatory scrutiny in APAC markets.
• Demonstrated success implementing AI/ML and automation in production operations, with measurable KPI improvements.
• Strong data literacy: ability to define data strategies, interpret analytics, challenge insights, and make decisions grounded in evidence.
• Deep understanding of operational risk, control frameworks, business continuity, and regulatory requirements across Americas jurisdictions.
• Experience in process reengineering (Lean/Six Sigma) and agile delivery; comfortable leading transformation programs end‑to‑end.
• Exceptional stakeholder management and executive communication skills; adept at influencing across Product, Technology, Risk, and front‑office.
• Bachelor’s degree required; advanced degree or professional certifications (e.g., PMP, Lean Six Sigma Black Belt, data/AI certifications) are a plus.
• Technical and Domain Skills: Payments domain (real-time payments, high-value/RTGS, ACH, SWIFT cross-border, ISO 20022, correspondent banking operations); AI/Automation (AI/ML operations use cases, RPA/orchestration platforms, NLP for email/case routing, predictive analytics); Data and Analytics (SQL and/or data visualization literacy, KPI dashboards, anomaly detection, forecasting); Tools and Platforms (case management/workflow tools, incident/change management platforms, control monitoring systems).

EEO and Benefits

BNY is an Equal Employment Opportunity/Affirmative Action Employer. We provide competitive compensation, benefits, and wellbeing programs rooted in a culture of excellence and pay-for-performance. Eligible employees may enroll in a 401(k) plan and company-sponsored medical, dental, vision, and life insurance where offered. Details of participation in these plans will be provided if an offer is made. This position is at-will.