Specialist, Client Operations II

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."