Vice President, Client Operations
About The Position
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 Client Operations Manager to join our team. This role is located in Boston, MA ( 4 days in office expectation).
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 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.
Benefits
- Highly competitive compensation
- Benefits and wellbeing programs
- Access to flexible global resources and tools
- Generous paid leaves
- Paid volunteer time
- 401(k) plan
- Company-sponsored medical, dental, vision, and basic life insurance plans
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
