Specialist, Client Operations II

BNY Mellon•Pittsburgh, PA

45d•Onsite

About The Position

We’re seeking a future team member for the role of Specialist, Client Operations II to join our BNY A.M.P. Operations - Global Payments and Trade team. This role is located in Pittsburgh, PA or Lake Mary, FL. BNY A.M.P. (Assets, Movements, Platforms) is BNY’s Banking as a Service Solution which allows organizations to embed self-branded banking into their offerings—backed by BNY’s safety, compliance, and operations—via modular capabilities and APIs. Institutional clients can set up accounts, ACH/Checks, cards/ATMs, bill pay, statements, tax reporting, fraud protection, and white-label portals, with consultative support and a dedicated team for back office and product support. The Specialist, Client Operations II in BNY’s A.M.P. BTS Operations space is a client focused operational team member responsible for end-to-end client inquiry management and delivery of day-to-day operational services. This role ensures client deliverables meet agreed service levels (accuracy, timeliness) and drives proactive, data-driven improvements—including automation and elimination of manual processes—to enhance client experience and operational efficiency.

Requirements

2+ years of operations experience in financial services with product-specific expertise; experience with client-focused teams preferred
Demonstrated success implementing operational metrics, dashboards, and data-driven performance improvements
Hands-on experience with case management platforms (e.g., eCRM): queue configuration, routing/assignment logic, operational views, and escalation management
Process improvement mindset with a proven track record driving automation and reducing manual workflows with clients and internal stakeholders
Skilled communicator with stakeholder management experience
Experienced on prioritization with an ability to “connect the dots” across the organization while maintaining a client-centric focus
Effective collaboration across multiple global time zones and functions
Strong analytical and problem-solving capabilities; adept at anticipating issues and implementing preventive controls
Comfortable leveraging AI-assisted operational tools with human controls (e.g., digital employees drafting responses for human validation)
Bachelor’s degree required
3-5 years of total work experience preferred.
Experience in an operational area and/or client services preferred.

Nice To Haves

Background in Payments Preferred: ACH, Checks, Wire Transfers, ACATS, Debit Cards
advanced degree or professional certifications (e.g., PMP, Lean Six Sigma Black Belt, Data/AI certifications) are a plus
May have people management responsibilities in some geographies.

Responsibilities

Operational ownership and query resolution
Work as part of a team serving as a point of contact to analyze, triage, and respond to client queries
Learn and support the BTS Operational work
Ensure all client deliverables are accurate and timely
Escalate client concerns or issues to Client Service Delivery team
Partner with other Operations teams to improve client experience and outcomes
Performance metrics, data, and continuous improvement
Design and implement operational metrics and dashboards to monitor performance (e.g., resolution timeliness, case aging)
Implement client-specific metrics to assess BNY performance versus standards (SLA thresholds) and provide efficiency benchmarks
Use data to anticipate and resolve issues before they arise; identify and remediate root causes to reduce re-opened and aged cases
ECRM adoption
Ensure all client communications (transaction-specific queries) are managed via eCRM
Configure eCRM queues, routing rules and assignment logic
Build team views and dashboards; define escalation triggers; establish metadata and best practices at the queue level
Streamline mailbox structures, archive legacy threads, reduce mailbox size, and remove undocumented client-side rules in support of scale
Automation and digital employee enablement
Collaborate with clients and internal teams to drive automation and eliminate manual processes
Leverage the Digital Inquiry Service Companion (DISC) and AI capabilities, with human validation, to improve response times and standardize high-quality replies
Monitor performance via AI/operational dashboards and support phased rollout with clear success criteria
Works with external clients to resolve moderately complex day-to-day issues and direct them to appropriate resources at BNY Mellon.
Supports clients in addressing moderately complex operational and technical issues and ensuring requests are executed.
Applies intermediate problem solving skills, experience and judgement to analyze information.
Uses communication skills to deliver high quality service to a specialized client base.
Provides clients information related to BNY Mellon products and services representing multiple lines of business and geographies and directs them to the appropriate resources, as needed.
Leverages a good understanding of broader BNY Mellon services and offerings.
Monitors client inquiries, resolves non-routine issues and escalates complex issues to the appropriate team member, as needed.
Uses knowledge of client issues and needs to contribute to business development efforts.
Participates in internal activities and initiatives designed to improve the client experience.
Recommends process improvements.
Provides guidance to less experienced team members.
Supports multiple, moderately complex client accounts.