Vice President, Client Operations Manager

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.

Key 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

To be successful in this role

• Bachelor's degree in Business Administration, Finance, or a related field.
  Advanced degree or relevant certifications are a plus.
  Professional certifications (e.g., PMP, Lean Six Sigma Black Belt, Data/AI certifications) are a plus.
• 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; 3+ years leading client-facing 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, Debit Cards

About Us

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide. Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what is all about. Join us and be part of something extraordinary.

About the Team

At BNY, our culture speaks for itself, check out the latest BNY news at BNY Newsroom & BNY LinkedIn

Here’s a Few Of Our Recent Awards

• America’s Most Innovative Companies, Fortune, 2025
• World’s Most Admired Companies, Fortune 2025
• "Most Just Companies", Just Capital and CNBC, 2025

Our Benefits And Rewards

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. BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans. BNY assesses market data to ensure a competitive compensation package for our employees. 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. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), depending on the position offered. Details of participation in these benefit 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.