Senior Director, Client Processing Manager

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

Benefits offered by this job

Competitive compensation

Generous paid leaves

Well-being programs

Job summary

A leading global financial services company is looking for a Senior Director of Client Processing Manager – Payment Operations in Pittsburgh. This role is responsible for shaping the payments operations strategy, ensuring operational integrity, and leading diverse teams across the region. The ideal candidate will have over 15 years of experience in payments operations, demonstrating success with operational excellence and significant regulatory scrutiny. This position promises competitive compensation and a strong culture of growth and innovation.

Qualifications

• 15+ years of total work experience, with at least 5-7 years in management.
• 12-15+ years in payments operations with experience leading large teams.
• Proven track record in running complex operations with significant daily volumes.

Responsibilities

• Own the US payments operations strategy and ensure operational integrity.
• Drive operational excellence, risk management, and alignment with global standards.
• Implement AI/ML use cases for operational improvements and increased efficiency.

Skills

Payments domain expertise

Data literacy

Stakeholder management

Process reengineering

AI/ML familiarity

Education

Bachelor's degree

Advanced/graduate degree

Tools

SQL

Data visualization tools

Job description

Senior Director, Client Processing Manager – Payment Operations

At BNY, our culture allows us to run our company better and enables employees' growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world's investible assets. Every day, our teams harness cutting‑edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.

We're seeking a future team member for the role of Senior Director, Client Processing Manager – Payment Operations to join our Payments Enablement Platform Ops team. This role is located in Pittsburgh, PA.

About the Role

The Senior Director, Payments Operations will lead end‑to‑end operational strategy and execution across the region, covering highvelocity, mission‑critical payment flows (domestic, cross‑border, real‑time rails, highvalue payments). This leader will drive operational excellence, client experience, and risk control while accelerating data‑driven decisioning, AI‑enabled operations, and intelligent automation at scale. The ideal candidate is a transformative operator with deep payments domain expertise, strong people leadership, and a strategic mindset, passionate about reengineering, simplification, and continuous improvement.

In this role, you'll make an impact in the following ways

• Regional Leadership and Strategy
  • 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.
• Operational Excellence and Risk Management
  • Ensure daily operational integrity across all payment rails with a 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 robust operational readiness for new products, market infrastructures, and regulatory changes.
• Data, AI, and Automation
  • Build a data‑literacy 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).
• Reengineering and Transformation
  • 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.
• Client Experience and Stakeholder Management
  • 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.
• People Leadership and Culture
  • 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.

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

• Bachelor's degree or the equivalent combination of education and experience is required; advanced/graduate degree preferred.
• 15+ years of total work experience preferred, with at least 5‑7 years in management.
• 12‑15+ 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 (e.g., FAST/NPP), high‑value/RTGS, ACH, SWIFT cross‑border, ISO 20022, correspondent banking operations.
• AI/Automation: familiarity with AI/ML operational use cases, RPA/orchestration platforms, NLP for email/case routing, predictive analytics for capacity/incident prevention.
• Data and Analytics: SQL and/or data visualization literacy; comfort with KPI dashboards, anomaly detection, and operational forecasting.
• Tools and Platforms: exposure to case management/workflow tools, incident/change management platforms, and control monitoring systems.

At BNY, our culture speaks for itself, check out the latest BNY news at:

• BNY Newsroom
• BNY LinkedIn

Here's a few of our recent awards

• America's Most Innovative Companies, Fortune, 2025
• World's Most Admired Companies, Fortune 2025
• "Most Just Companies", Just Capital and CNBC, 2025

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.

Equal Employment Opportunity

BNY is an Equal Employment Opportunity/Affirmative Action Employer – Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans. Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family‑friendly, inclusive employment policies and employee forums.