Vice President, Client Operations Manager

Vice President, Client Operations Manager – BNY A.M.P. (Banking as a Service) Operations

We're seeking a future team member for the role of Vice President, Client Operations Manager – BNY A.M.P. (Banking as a Service) Operations to join our Global Payments and Trade Operations Platform. This role is located in Pittsburgh, PA.

BNY A.M.P. (Assets, Movements, Platforms) is BNY's Banking as a Service Solution which allows organizations to embed self-branded banking into their offerings—backed by BNY's safety, compliance, and operations—via modular capabilities and APIs. Institutional clients can set up accounts, ACH/Checks, cards/ATMs, bill pay, statements, tax reporting, fraud protection, and white-label portals, with consultative support and a dedicated team for back office and product support.

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 include:

• 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, we're seeking the following:

• 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