Specialist, Investor Services Operations Representative
About The Position
BNY is seeking a Senior Specialist to join its team in Boston, Massachusetts, with an expectation of working in the office four days per week. The role provides operational service relationship support for premier clients, serving as their primary operational contact and coordinating service delivery and client change initiatives. The position also focuses on resolving service issues and escalations, identifying risks and process improvements, and using operational data and peer benchmarks to support client discussions and service enhancements. The role supports efficient, scalable service delivery by reducing manual processes and promoting alignment with standard operating models. BNY describes its culture as focused on employee growth and success, innovation, technology, and collaboration. Compensation includes a competitive base salary and may include eligibility for an annual discretionary incentive award. Eligible employees may have access to retirement, insurance, paid time off, and other benefits, subject to plan terms and position eligibility.
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.
Responsibilities
- Serve as the service relationship contact for premier clients across operational deliverables and service interactions.
- Act as the primary operational contact for client inquiries, issue management, and service-related matters.
- 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.
- Provide 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 with standard operating models.
- Manage client escalations through investigation, root cause analysis, action planning, and follow-through.
Benefits
- Competitive compensation
- Potential eligibility for an annual discretionary incentive award
- 401(k) plan for eligible employees
- Company-sponsored medical insurance for eligible employees and dependents
- Company-sponsored dental insurance for eligible employees and dependents
- Company-sponsored vision insurance for eligible employees and dependents
- Basic life insurance for eligible employees and dependents
- Paid time off, including vacation and sick time, depending on position
- Paid volunteer time
- Other benefits, depending on position and eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Senior
