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