Specialist, Client Operations II

Job Description

Specialist, Client Operations II – BTS Operations – Global Payments and Trade Platform

We’re seeking a future team member for the role of Specialist, Client Operations II to join our BNY A.M.P. Operations - Global Payments and Trade team. This role is located in Pittsburgh, PA or Lake Mary, FL.

About BNY A.M.P

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.

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.

Key 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
• 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
• 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:

• 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
  
  

"Client Service - IC2Works with external clients to resolve moderately complex day-to-day issues and direct them to appropriate resources at BNY Mellon.Supports clients in addressing moderately complex operational and technical issues and ensuring requests are executed. Applies intermediate problem solving skills, experience and judgement to analyze information. Uses communication skills to deliver high quality service to a specialized client base.Provides clients information related to BNY Mellon products and services representing multiple lines of business and geographies and directs them to the appropriate resources, as needed. Leverages a good understanding of broader BNY Mellon services and offerings.Monitors client inquiries, resolves non-routine issues and escalates complex issues to the appropriate team member, as needed.Uses knowledge of client issues and needs to contribute to business development efforts.Participates in internal activities and initiatives designed to improve the client experience. Recommends process improvements.May have people management responsibilities in some geographies. Provides guidance to less experienced team members.Supports multiple, moderately complex client accounts.Bachelors degree or the equivalent combination of education and experience is required.3-5 years of total work experience preferred. Experience in an operational area and/or client services preferred..BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.Minorities/Females/Individuals with Disabilities/Protected Veterans.Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums."

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), dependent 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.