Specialist, Client Operations II

About the role

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.

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
• 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
• 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

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

Qualifications

• Bachelor’s degree required
• 3-5 years of total work experience preferred
• Experience in an operational area and/or client services preferred

Skills

• Operations experience in financial services
• Product-specific expertise
• Client-focused team experience
• Operational metrics and dashboards implementation
• Data-driven performance improvements
• Case management platform experience (e.g., eCRM)
• Process improvement mindset
• Stakeholder management
• Collaboration across multiple global time zones and functions
• Analytical and problem-solving capabilities
• Leveraging AI-assisted operational tools with human controls
• Payments background (ACH, Checks, Wire Transfers, ACATS, Debit Cards)

Benefits

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