Vice President, Investor Services Operations

BNY Mellon; Boston (MA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Highly competitive compensation

Generous paid leaves

Wellbeing programs

Job summary

BNY Mellon is looking for a Client Operations Manager in Boston, MA, to oversee the end-to-end service relationship for premier clients across operational deliverables. This role requires strong client relationship management, effective issue resolution, and process improvement initiatives.

The ideal candidate will have a Bachelor's degree, experience in financial services, and proficiency in KPIs and performance metrics. The position promotes a client-focused approach and emphasizes collaboration with stakeholders.

Qualifications

• 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.
• Experience leading or supporting operational change initiatives.
• Strong understanding of client servicing, operational processes, and service delivery controls.
• Experience using performance metrics, KPI reporting, and data-driven insights to support decision-making.

Responsibilities

• Own the end-to-end service relationship for premier clients across all operational deliverables.
• Serve as the primary operational contact for client inquiries and service-related matters.
• Build and maintain relationships with senior client stakeholders.
• Lead and coordinate the operational delivery of client change initiatives.
• Identify service issues and opportunities for process improvement.
• Participate in regular client service review meetings.
• Deliver peer benchmarking insights and operational data.
• Promote efficiency and scalability by reducing manual processes.
• Manage client escalations through investigation and follow-through.

Skills

Client relationship management skills

Written and verbal communication skills

Analytical and problem-solving skills

Issue and escalation management capability

Collaboration and influence skills

Organizational and prioritization skills

Client-focused approach

Education

Bachelor's degree or equivalent relevant experience

Job description

CLIENT OPERATIONS MANAGER

We're seeking a future team member for the role of Client Operations Manager to join our team. This role is located in Boston, MA (4 days in office expectation).

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

• 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.

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

• 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.
• Experience leading or supporting operational change initiatives.
• Strong understanding of client servicing, operational processes, and service delivery controls.
• Experience using performance metrics, KPI reporting, and data-driven insights to support decision-making.

Required Skills

• Strong client relationship management skills.
• Excellent written and verbal communication skills.
• Strong analytical and problem‑solving skills.
• Effective issue and escalation management capability.
• Ability to collaborate across functions and influence stakeholders.
• Strong organizational and prioritization skills.
• Proactive and client-focused approach.

Preferred Qualifications

• Experience interacting with senior client stakeholders.
• Knowledge of Transfer Agency operations and oversight.
• Experience with benchmarking, service reviews, and continuous improvement initiatives.
• Ability to identify opportunities for standardization, automation, and service enhancement.

Success Measures

• Timely and accurate delivery of client commitments.
• Effective management of inquiries and escalations.
• Successful implementation of client change initiatives.
• Delivery of actionable benchmarking and performance insights.
• Improvement in service quality, efficiency, and client satisfaction.

Benefits

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.

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