Specialist, Client Operations II

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