Senior Specialist, Investor Services Operations

BNY Mellon • Boston, MA

2d • Hybrid

About The Position

BNY is seeking a Senior Specialist to join its Investor Services Operations 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, serving as the primary contact for inquiries, issues, and service matters. It builds relationships with senior client stakeholders, including leaders responsible for Transfer Agency oversight, and coordinates operational delivery of client change initiatives while minimizing disruption. The Senior Specialist identifies service issues, emerging risks, and process improvement opportunities, and drives them to resolution. The role also leads client service reviews, provides peer benchmarking insights and operational data, manages escalations through investigation and root cause analysis, and supports efficiency and scalability by reducing manual processes and aligning work with standard operating models.

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

• 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.
• Reduce manual processes and support alignment to standard operating models to promote efficiency and scalability.
• Manage client escalations through investigation, root cause analysis, action planning, and follow-through.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior