Vice President, Client Operations Manager

BNY; Pittsburgh (Allegheny County); On-site; USD 120,000 - 160,000; Full time

Job summary

BNY is seeking a Vice President, Client Operations Manager in Pittsburgh, PA to lead operations in client data management. This role entails ensuring service delivery meets standards and providing a proactive, data-driven approach to enhancing operational efficiency.

Qualified candidates will typically possess 4-7 years of experience with a strong focus on operations in financial services. Skills in stakeholder management and process improvement are essential.

Qualifications

• Typically 4-7 years of experience and 0-1 years of management experience.
• 8+ years of operations experience in financial services with product-specific expertise.
• Hands-on experience with case management platforms (e.g., eCRM).

Responsibilities

• Lead a team serving as the main point of contact for client queries.
• Design and implement operational metrics and dashboards.
• Collaborate with clients to drive automation and eliminate manual processes.

Skills

Operational metrics and dashboards implementation

Stakeholder management

Communication skills

Problem-solving skills

Process improvement

Education

Bachelor's degree in Business Administration, Finance, or a related field

Advanced degree or relevant certifications (e.g., PMP, Lean Six Sigma)

Tools

eCRM case management platforms

Job description

Location: Pittsburgh, PA

Vice President, Client Operations Manager – BNY A.M.P. (Banking as a Service) Operations

About BNY A.M.P.

BNY A.M.P. (Assets, Movements, Platforms) is BNY’s Banking as a Service Solution, enabling organizations to embed self‑branded banking into their offerings through modular capabilities and APIs.

About the Role

The Vice President, Client Operations Manager (COM) is a product‑specific operational leader responsible for client data management and analytics, end‑to‑end client inquiry management, and delivery of day‑to‑day operational services. This role ensures client deliverables meet agreed service levels, provides operational shielding so processing teams can focus on production, and drives proactive, data‑driven improvements—including automation—to enhance client experience and operational efficiency.

Key Responsibilities

• Operational ownership and query resolution
  • Lead a team serving as primary point of contact to analyze, triage, and respond to client queries.
  • Ensure all client deliverables are accurate and timely.
  • Escalate client concerns or issues to Client Service Delivery team.
  • Partner with Operations teams to improve client experience and outcomes.
• Performance metrics, data, and continuous improvement
  • Design and implement operational metrics and dashboards to monitor performance (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.
• Operating model and coverage
  • Implement a client coverage model appropriate for the platform/product, with clearly defined accountability for service delivery.
  • Maintain consistency and alignment with minimum standards across platforms.
• 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

• Bachelor's degree in Business Administration, Finance, or a related field.
• Advanced degree or relevant certifications are a plus (e.g., PMP, Lean Six Sigma Black Belt, Data/AI certifications).
• Typically 4‑7 years of experience and 0‑1 years of management experience.
• 8+ years of operations experience in financial services with deep, product‑specific expertise; 3+ years leading client‑facing 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 (ACH, Checks, Wire Transfers, Debit Cards) preferred.

Equal Employment Opportunity

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