Vice President, Client Operations

BNY Mellon•Boston, MA

2d•$69,000 - $178,000•Hybrid

About The Position

BNY is seeking a Client Operations Manager to join its team in Boston, Massachusetts, with an expectation of working in the office four days per week. The role owns the end-to-end operational service relationship for premier clients and serves as the primary contact for client inquiries, issues, and service matters. It builds relationships with senior client stakeholders, including those responsible for Transfer Agency oversight, and coordinates client change initiatives to ensure effective execution with minimal disruption. The position identifies and resolves service issues and emerging risks, drives process improvement, leads client service reviews, and provides benchmarking insights and operational data to support client discussions. It also promotes efficiency and scalability by reducing manual processes and supporting standard operating models. Client escalations are managed through investigation, root cause analysis, action planning, and follow-through. Success is measured by timely and accurate client commitments, effective inquiry and escalation management, successful change delivery, useful performance insights, and improvement in service quality, efficiency, and client satisfaction.

Requirements

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.
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.

Nice To Haves

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.

Responsibilities

Own the end-to-end service relationship for premier clients across operational deliverables and service interactions.
Serve as the primary operational contact for client inquiries, issue management, and service-related matters.
Build and maintain relationships with senior client stakeholders, including leaders responsible for Transfer Agency oversight.
Lead and coordinate operational delivery of client change initiatives, ensuring effective execution and minimal disruption.
Identify service issues, emerging risks, and process-improvement opportunities, and drive actions to resolution.
Participate in and lead regular client service review meetings covering performance, priorities, and improvement opportunities.
Deliver peer benchmarking insights and operational data to support client discussions and identify service enhancements.
Promote 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.
Deliver timely and accurate client commitments and actionable benchmarking and performance insights.
Support improvement in service quality, efficiency, and client satisfaction.