Senior Director, Client Processing Manager

About the role

The Senior Director, Payments Operations will lead end-to-end operational strategy and execution across the region, covering high-velocity, mission-critical payment flows (domestic, cross-border, real-time rails, high-value payments).

Responsibilities

• Own the US payments operations strategy, operating model, and performance outcomes; set direction, define success metrics, and ensure alignment with global standards.
• Lead multi-country operations teams, balancing regional nuances with global consistency and scalability.
• Shape capacity planning, workforce strategy, location strategy, and vendor/partner engagement.
• Ensure daily operational integrity across all payment rails with a focus on timeliness, accuracy, resiliency, and client SLAs.
• Strengthen first-line risk and control discipline: incident prevention, rapid issue resolution, root-cause elimination, change control, and regulatory adherence.
• Drive robust operational readiness for new products, market infrastructures, and regulatory changes.
• Build a data-literate culture; define critical data elements, quality standards, and the operational analytics roadmap.
• Implement AI/ML use cases for exception handling, anomaly detection, forecasting, and intelligent workflow orchestration.
• Scale intelligent automation (RPA, orchestration, decision engines) to reduce manual effort, accelerate cycle times, and improve straight-through processing (STP).
• Lead end-to-end process reengineering: eliminate failure demand, simplify controls, standardize workflows, and modernize tooling.
• Champion continuous improvement (Lean/Agile) and measurable uplift in KPIs: STP, cost-to-serve, defect rate, turnaround time, and NPS.
• Partner with Technology and Product to co-create target-state capabilities, ensuring operational design is embedded early in change.
• Serve as the senior operational point of contact for strategic clients and market infrastructures in the US; handle escalations with urgency and transparency.
• Collaborate with Sales, Product, Technology, Risk, Compliance, and Finance to deliver client outcomes and business growth.
• Represent operations in US governance forums; communicate performance, risks, and transformation progress.
• Build and develop high-performing, diverse teams; set clear goals, coach leaders, and foster accountability.
• Promote a culture of client obsession, curiosity, ownership, and collaboration across locations and time zones.
• Invest in upskilling: data literacy, AI fluency, automation tooling, and agile ways of working.

Requirements

• Bachelor’s degree or the equivalent combination of education and experience is required; advanced/graduate degree preferred.
• 15 plus years of total work experience preferred, with at least 5-7 years in management.
• 12 plus years in payments operations or adjacent domains (transaction banking, clearing, real-time payments, cross-border), with 7 plus; years leading large, multi-site teams.
• Proven track record running complex operations with significant daily volumes, tight SLAs, and high regulatory scrutiny in APAC markets.
• Demonstrated success implementing AI/ML and automation in production operations, with measurable KPI improvements.
• Strong data literacy: ability to define data strategies, interpret analytics, challenge insights, and make decisions grounded in evidence.
• Deep understanding of operational risk, control frameworks, business continuity, and regulatory requirements across Americas jurisdictions.
• Experience in process reengineering (Lean/Six Sigma) and agile delivery; comfortable leading transformation programs end-to-end.
• Exceptional stakeholder management and executive communication skills; adept at influencing across Product, Technology, Risk, and front-office.

Qualifications

• Bachelor’s degree required; advanced degree or professional certifications (e.g., PMP, Lean Six Sigma Black Belt, data/AI certifications) are a plus.
• Payments domain: real-time payments (e.g., FAST/NPP), high-value/RTGS, ACH, SWIFT cross-border, ISO 20022, correspondent banking operations.
• Technical and Domain Skills: familiarity with AI/ML operations use cases, RPA/orchestration platforms, NLP for email/case routing, predictive analytics for capacity/incident prevention.
• Tools and Platforms: exposure to case management/workflow tools, incident/change management platforms, and control monitoring systems.

Skills

• Strategic mindset.
• People leadership.
• Client experience and stakeholder management.
• Data literacy.
• AI fluency.
• Automation tooling.
• Achievement of KPIs.
• Process reengineering.
• Continuous improvement.
• Stakeholder management.
• Executive communication.

Benefits

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

Pay

The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting. Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award.

Schedule

Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Application Instructions

If hired, the employee will be in an “at will” position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.