Senior Specialist, Investor Services Operations

BNY Mellon • Boston, MA

3d • $59,000 - $130,000 • 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 end-to-end operational service relationships for premier clients, acts as their primary operational contact, and coordinates client change initiatives. It also involves identifying and resolving service issues and risks, leading client service reviews, providing benchmarking and operational insights, and improving efficiency and alignment 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 end-to-end service relationships 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.

Benefits

• Competitive compensation
• Benefits and wellbeing programs
• Paid leaves, including paid volunteer time
• 401(k) plan eligibility
• Company-sponsored medical, dental, vision, and basic life insurance plans for eligible employees and dependents
• Paid time off, including vacation and sick time, depending on the position

What This Job Offers

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