Senior Director, Client Processing Manager

BNY•Pittsburgh, PA

About The Position

Own the US payments operations strategy, operating model, and performance outcomes; set direction, define success metrics, and ensure alignment with global standards. Lead multi‑country operations teams, balancing regional nuances with global consistency and scalability. Shape capacity planning, workforce strategy, location strategy, and vendor/partner engagement. Serve as the senior operational point of contact for strategic clients and market infrastructures in the US; handle escalations with urgency and transparency. Collaborate with Sales, Product, Technology, Risk, Compliance, and Finance to deliver client outcomes and business growth. Represent operations in US governance forums; communicate performance, risks, and transformation progress. Build and develop high‑performing, diverse teams; set clear goals, coach leaders, and foster accountability. Promote a culture of client obsession, curiosity, ownership, and collaboration across locations and time zones. Invest in upskilling: data literacy, AI fluency, automation tooling, and agile ways of working. Bachelor's degree or the equivalent combination of education and experience is required; advanced/graduate degree preferred. 15 plus years of total work experience preferred, with at least 5-7 years in management. 12-15+ years in payments operations or adjacent domains (transaction banking, clearing, real‑time payments, cross‑border), with 7+ years leading large, multi‑site teams. Proven track record running complex operations with significant daily volumes, tight SLAs, and high regulatory scrutiny in APAC markets. Demonstrated success implementing AI/ML and automation in production operations, with measurable KPI improvements. Strong data literacy: ability to define data strategies, interpret analytics, challenge insights, and make decisions grounded in evidence. Deep understanding of operational risk, control frameworks, business continuity, and regulatory requirements across Americas jurisdictions. Experience in process reengineering (Lean/Six Sigma) and agile delivery; comfortable leading transformation programs end‑to-end. Exceptional stakeholder management and executive communication skills; adept at influencing across Product, Technology, Risk, and front‑office. Bachelor's degree required; advanced degree or professional certifications (e.g., PMP, Lean Six Sigma Black Belt, data/AI certifications) are a plus. Payments domain: real‑time payments (e.g., FAST/NPP), high‑value/RTGS, ACH, SWIFT cross‑border, ISO 20022, correspondent banking operations. AI/Automation: familiarity with AI/ML operations use cases, RPA/orchestration platforms, NLP for email/case routing, predictive analytics for capacity/incident prevention. Data and Analytics: SQL and/or data visualization literacy; comfort with KPI dashboards, anomaly detection, and operational forecasting. Tools and Platforms: exposure to case management/workflow tools, incident/change management platforms, and control monitoring systems. Ensure daily operational integrity across all payment rails with a focus on timeliness, accuracy, resiliency, and client SLAs. Build a data‑literate culture; define critical data elements, quality standards, and the operational analytics roadmap. Implement AI/ML use cases for exception handling, anomaly detection, forecasting, and intelligent workflow orchestration.

Requirements

Bachelor's degree or the equivalent combination of education and experience is required; advanced/graduate degree preferred
15 plus years of total work experience preferred, with at least 5-7 years in management
12-15+ years in payments operations or adjacent domains (transaction banking, clearing, real‑time payments, cross‑border), with 7+ years leading large, multi‑site teams
Proven track record running complex operations with significant daily volumes, tight SLAs, and high regulatory scrutiny in APAC markets
Demonstrated success implementing AI/ML and automation in production operations, with measurable KPI improvements
Strong data literacy: ability to define data strategies, interpret analytics, challenge insights, and make decisions grounded in evidence
Deep understanding of operational risk, control frameworks, business continuity, and regulatory requirements across Americas jurisdictions
Experience in process reengineering (Lean/Six Sigma) and agile delivery; comfortable leading transformation programs end‑to-end
Exceptional stakeholder management and executive communication skills; adept at influencing across Product, Technology, Risk, and front‑office
Payments domain: real‑time payments (e.g., FAST/NPP), high‑value/RTGS, ACH, SWIFT cross‑border, ISO 20022, correspondent banking operations
AI/Automation: familiarity with AI/ML operations use cases, RPA/orchestration platforms, NLP for email/case routing, predictive analytics for capacity/incident prevention
Data and Analytics: SQL and/or data visualization literacy; comfort with KPI dashboards, anomaly detection, and operational forecasting
Tools and Platforms: exposure to case management/workflow tools, incident/change management platforms, and control monitoring systems

Nice To Haves

Advanced degree or professional certifications (e.g., PMP, Lean Six Sigma Black Belt, data/AI certifications) are a plus

Responsibilities

Own the US payments operations strategy, operating model, and performance outcomes
Lead multi‑country operations teams, balancing regional nuances with global consistency and scalability
Shape capacity planning, workforce strategy, location strategy, and vendor/partner engagement
Serve as the senior operational point of contact for strategic clients and market infrastructures in the US
Collaborate with Sales, Product, Technology, Risk, Compliance, and Finance to deliver client outcomes and business growth
Represent operations in US governance forums
Build and develop high‑performing, diverse teams
Promote a culture of client obsession, curiosity, ownership, and collaboration across locations and time zones
Invest in upskilling: data literacy, AI fluency, automation tooling, and agile ways of working
Ensure daily operational integrity across all payment rails with a focus on timeliness, accuracy, resiliency, and client SLAs
Build a data‑literate culture
Implement AI/ML use cases for exception handling, anomaly detection, forecasting, and intelligent workflow orchestration.