Vice President, Investor Services Operations Manager

About the role

We are seeking a Client Operations Manager to join our team in Boston, MA. This role is primarily remote with 4 days in-office expectation.

Responsibilities

• Own the end-to-end service relationship for premier clients across all operational deliverables and service interactions.
• Serve as the primary operational contact for client inquiries, issue management, and service-related matters.
• Build and maintain strong relationships with senior client stakeholders, including leaders responsible for Transfer Agency oversight.
• Lead and coordinate the operational delivery of client change initiatives, ensuring effective execution and minimal disruption.
• Identify service issues, emerging risks, and opportunities for process improvement, and drive actions to resolution.
• Participate in and lead regular client service review meetings to discuss performance, priorities, and improvement opportunities.
• Deliver peer benchmarking insights and operational data to support client discussions and identify service enhancements.
• Promote greater 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.

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.

Qualifications

• 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.

Skills

• 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.

Benefits

• Competitive compensation package.
• Flexible global resources and tools.
• Health, wellness, and financial benefits.
• Generous paid leave, including paid volunteer time.
• Equal opportunity employer.

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.

Schedule

This role is primarily remote with 4 days in-office expectation.

Contact

To apply, please visit the Job Info section at the bottom of the posting.

Additional Information

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.

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Awards

At BNY, we have received several awards including:

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

Equal Employment Opportunity/Affirmative Action Employer

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.