Specialist, Investor Services Operations Representative

BNY Mellon • Boston, MA

5d • Hybrid

About The Position

BNY is seeking a Senior Specialist to join its team in Boston, Massachusetts, with an expectation of working in the office four days per week. The role provides operational service and relationship support for premier clients across operational deliverables and service interactions. It serves as the primary operational contact for client inquiries, issue management, and service-related matters, and coordinates client change initiatives to support effective execution with minimal disruption. The position also identifies service issues, emerging risks, and process-improvement opportunities; provides peer benchmarking insights and operational data to support client discussions; promotes efficiency and scalability by reducing manual processes and aligning with standard operating models; and manages client escalations through investigation, root-cause analysis, action planning, and follow-through.

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

• Serve as the operational service relationship contact for premier clients across operational deliverables and service interactions.
• Act as the primary operational contact for client inquiries, issue management, and service-related matters.
• 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.
• 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.

What This Job Offers

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