Vice President, Client Operations

BNY Mellon

1d•Hybrid

About The Position

BNY is seeking a Client Operations Manager to join its team in Boston, Massachusetts, with an expectation of working in the office four days per week. The role owns end-to-end service relationships for premier clients across operational deliverables and service interactions, serving as the primary operational contact for client inquiries, issues, and service matters. It builds relationships with senior client stakeholders, including leaders responsible for Transfer Agency oversight, and coordinates client change initiatives to ensure effective execution with minimal disruption. The position identifies service issues, emerging risks, and process-improvement opportunities, then drives actions through to resolution. It leads and participates in client service reviews, provides peer benchmarking and operational data to support client discussions, and promotes efficiency and scalability through reduced manual processes and alignment with standard operating models. Client escalations are managed through investigation, root-cause analysis, action planning, and follow-through. Success is measured by timely and accurate delivery of client commitments, effective inquiry and escalation management, successful change initiatives, actionable performance insights, and improvements in service quality, efficiency, and client satisfaction.

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.
Strong client relationship management skills.
Excellent written and verbal communication skills.
Strong analytical and problem-solving skills.
Effective issue and escalation management capability.
Ability to collaborate across functions and influence stakeholders.
Strong organizational and prioritization skills.
Proactive and client-focused approach.

Nice To Haves

Experience interacting with senior client stakeholders.
Knowledge of Transfer Agency operations and oversight.
Experience with benchmarking, service reviews, and continuous improvement initiatives.
Ability to identify opportunities for standardization, automation, and service enhancement.

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.