Specialist, Client Operations II

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

Specialist, Client Operations II – BTS Operations – Global Payments and Trade Platform

Location: Pittsburgh, PA or Lake Mary, FL.

BNY A.M.P. (Assets, Movements, Platforms) is BNY’s Banking as a Service solution that enables organizations to embed self‑branded banking into their offerings through modular capabilities and APIs. Institutional clients can set up accounts, ACH/Checks, cards/ATMs, bill pay, statements, tax reporting, fraud protection, and white‑label portals with consultative support and a dedicated team for back‑office and product support.

About The Role

The Specialist, Client Operations II in BNY’s A.M.P. BTS Operations space is a client‑focused operational team member responsible for end‑to‑end client inquiry management and delivery of day‑to‑day operational services. The role ensures client deliverables meet agreed service levels (accuracy, timeliness) 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
  • Work as part of a team serving as a point of contact to analyze, triage, and respond to client queries
  • Learn and support the BTS Operational work
  • Ensure all client deliverables are accurate and timely
  • Escalate client concerns or issues to Client Service Delivery team
  • Partner with other 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
• 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

Qualifications

• 2+ years of operations experience in financial services with product‑specific expertise; experience with client‑focused 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 in 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, ACATS, Debit Cards
• Bachelor’s degree required; advanced degree or professional certifications (e.g., PMP, Lean Six Sigma Black Belt, Data/AI certifications) are a plus

Equal Opportunity Employer

BNY is an Equal Employment Opportunity/Affirmative Action Employer – Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.