Vice President, Client Operations Manager – BNY A.M.P. (Banking as a Service) OperationsThis 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:Operational ownership and query resolutionLead a team serving as primary point of contact to analyze, triage, and respond to client queriesEnsure all client deliverables are accurate and timelyEscalate client concerns or issues to Client Service Delivery teamPartner with Operations teams to improve client experience and outcomesPerformance metrics, data, and continuous improvementDesign 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 benchmarksUse data to anticipate and resolve issues before they arise; identify and remediate root causes to reduce re-opened and aged casesOperating model and coverageImplement a client coverage model appropriate for the platform/product, with clearly defined accountability for service deliveryMaintain consistency and alignment with minimum standards across platformsECRM adoptionEnsure all client communications (transaction-specific queries) are managed via eCRMConfigure eCRM queues, routing rules and assignment logicBuild team views and dashboards; define escalation triggers; establish metadata and best practices at the queue levelStreamline mailbox structures, archive legacy threads, reduce mailbox size, and remove undocumented client-side rules in support of scaleAutomation and digital employee enablementCollaborate with clients and internal teams to drive automation and eliminate manual processesLeverage the Digital Inquiry Service Companion (DISC) and AI capabilities, with human validation, to improve response times and standardize high-quality repliesMonitor performance via AI/operational dashboards and support phased rollout with clear success criteriaTo be successful in this role, we're seeking the following:Bachelor's degree in Business Administration, Finance, or a related fieldAdvanced degree or relevant certifications are a plus (e.g., PMP, Lean Six Sigma Black Belt, Data/AI certifications)Typically 4-7 years of experience and 0-1 years of management experience8+ years of operations experience in financial services with deep, product-specific expertise; 3+ years leading client-facing teams preferredDemonstrated success implementing operational metrics, dashboards, and data-driven performance improvementsHands-on experience with case management platforms (e.g., eCRM): queue configuration, routing/assignment logic, operational views, and escalation managementProcess improvement mindset with a proven track record driving automation and reducing manual workflows with clients and internal stakeholdersSkilled communicator with stakeholder management experienceExperienced on prioritization with an ability to "connect the dots" across the organization while maintaining a client-centric focusEffective collaboration across multiple global time zones and functionsStrong analytical and problem-solving capabilities; adept at anticipating issues and implementing preventive controlsComfortable 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