Vice President, Investor Services Operations

CLIENT OPERATIONS MANAGER:

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #Life AtBNY is all about. Join us and be part of something extraordinary.

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).

In this role, you’ll make an impact in the following ways:

• 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.

To be successful in this role, we’re seeking the following:

• 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 understanding of client servicing, operational processes, and service delivery controls.

• Experience using performance metrics, KPI reporting, and data-driven insights to support decision-making.

Required Skills

• 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.

Preferred Qualifications

• 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.

Success Measures

• 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.

At BNY, our culture speaks for itself, check out the latest BNY news at:

BNY Newsroom
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Here’s a few of our recent awards:

America’s Most Innovative Companies, Fortune, 2025
World’s Most Admired Companies, Fortune 2025
“Most Just Companies”, Just Capital and CNBC, 2025

Our Benefits and Rewards:

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.