Vice President, Investor Services Operations

CLIENT OPERATIONS MANAGER

We're seeking a future team member for the role of Client Operations Manager to join our team. This role is located in Boston, MA (4 days in office expectation).

• Own the end-to-end service relationship for premier clients across all operational deliverables and service interactions.
• Serve as the primary operational contact for client inquiries, issue management, and service-related matters.
• Build and maintain strong relationships with senior client stakeholders, including leaders responsible for Transfer Agency oversight.
• Lead and coordinate the operational delivery of client change initiatives, ensuring effective execution and minimal disruption.
• Identify service issues, emerging risks, and opportunities for process improvement, and drive actions to resolution.
• Participate in and lead regular client service review meetings to discuss performance, priorities, and improvement opportunities.
• Deliver peer benchmarking insights and operational data to support client discussions and identify service enhancements.
• Promote greater efficiency and scalability by reducing manual processes and supporting alignment to standard operating models.
• Manage client escalations through investigation, root cause analysis, action planning, and follow-through.

• Bachelor's degree or equivalent relevant experience.
• Experience in client operations, fund services, transfer agency, or a related financial services environment.
• Demonstrated experience managing client relationships and supporting complex service delivery models.
• Experience leading or supporting operational change initiatives.
• Strong understanding of client servicing, operational processes, and service delivery controls.
• Experience using performance metrics, KPI reporting, and data-driven insights to support decision-making.

• Strong client relationship management skills.
• Excellent written and verbal communication skills.
• Strong analytical and problem‑solving skills.
• Effective issue and escalation management capability.
• Ability to collaborate across functions and influence stakeholders.
• Strong organizational and prioritization skills.
• Proactive and client-focused approach.

• Experience interacting with senior client stakeholders.
• Knowledge of Transfer Agency operations and oversight.
• Experience with benchmarking, service reviews, and continuous improvement initiatives.
• Ability to identify opportunities for standardization, automation, and service enhancement.

• Timely and accurate delivery of client commitments.
• Effective management of inquiries and escalations.
• Successful implementation of client change initiatives.
• Delivery of actionable benchmarking and performance insights.
• Improvement in service quality, efficiency, and client satisfaction.

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.