Specialist, Client Operations II

BNY Mellon•Pittsburgh, PA

45d•$52,000 - $80,000•Onsite

About The Position

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)
Background in Payments Preferred: ACH, Checks, Wire Transfers, ACATS, Debit Cards
Bachelor’s degree required

Nice To Haves

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

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