Vice President, Client Operations Manager

BNY Mellon•Pittsburgh, PA

1d•Onsite

About The Position

We’re seeking a future team member for the role of Vice President, Client Operations Manager – BNY A.M.P. (Banking as a Service) Operations to join our Global Payments and Trade Operations Platform. This role is located in Pittsburgh, PA. About BNY A.M.P 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. About the Role The Vice President, Client Operations Manager (COM) in BNY’s A.M.P. Operations space is a product-specific operational leader responsible for client data management and analytics, 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), provides operational shielding so processing teams can focus on production, and drives proactive, data-driven improvements—including automation and elimination of manual processes—to enhance client experience and operational efficiency.

Requirements

Bachelor's degree in Business Administration, Finance, or a related field
Typically 4-7 years of experience and 0-1 years of management experience
8+ years of operations experience in financial services with deep, product-specific expertise
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)

Nice To Haves

Advanced degree or relevant certifications are a plus (e.g., PMP, Lean Six Sigma Black Belt, Data/AI certifications)
3+ years leading client-facing teams preferred
Background in Payments Preferred: ACH, Checks, Wire Transfers, Debit Cards

Responsibilities

Operational ownership and query resolution
Lead a team serving as primary point of contact to analyze, triage, and respond to client queries
Ensure all client deliverables are accurate and timely
Escalate client concerns or issues to Client Service Delivery team
Partner with 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
Operating model and coverage
Implement a client coverage model appropriate for the platform/product, with clearly defined accountability for service delivery
Maintain consistency and alignment with minimum standards across platforms
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