Senior Vice President, Client Operations Manager
BNY · Boston, MA
- On site
- Full-time
- $150,000 / year
- Boston, MA
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Subject: Interested in the Senior Vice President, Client Operations Manager role at BNY
Hi Casey — I came across the Senior Vice President, Client Operations Manager opening and wanted to reach out directly. I've spent the last few years doing exactly this kind of work, and BNY stood out because…
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Job highlights
- Manage client operations and service relationships end-to-end.
- Serve as primary contact for client inquiries and issues.
- Build strong relationships with senior client stakeholders.
- Lead operational delivery of client change initiatives.
- Drive process improvements and service enhancements.
About the role
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 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 Westborough, MA.
Responsibilities:
- 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.
Qualifications:
- 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.
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
BNY LinkedIn
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.
About Us:
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 is all about. Join us and be part of something extraordinary.
About the Team:
At BNY, our culture speaks for itself, check out the latest BNY news at BNY Newsroom & BNY LinkedIn
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.
BNY assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting. Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, the employee will be in an “at will” position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Key skills/competency:
- Client Relationship Management
- Operational Deliverables
- Service Interactions
- Inquiry Management
- Issue Resolution
- Stakeholder Management
- Change Management
- Process Improvement
- Performance Metrics
- Data Analysis
Skills & topics
- Client Operations Manager
- Client Relations
- Financial Services
- Transfer Agency
- Operations Management
- Service Delivery
- Issue Management
- Change Management
- Process Improvement
- KPI Reporting
How to get hired
- Tailor your resume: Highlight client operations, financial services, and transfer agency experience.
- Quantify achievements: Use numbers to showcase impact on client satisfaction and efficiency.
- Showcase client management skills: Emphasize relationship building and stakeholder engagement.
- Prepare for behavioral questions: Discuss problem-solving and escalation management scenarios.
- Research BNY: Understand their culture, awards, and commitment to innovation.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities for the Client Operations Manager at BNY?
- The Client Operations Manager at BNY is responsible for owning the end-to-end service relationship for premier clients, serving as the primary operational contact, building relationships with senior client stakeholders, leading operational change initiatives, identifying and resolving service issues, and driving process improvements.
- What qualifications are essential for the Client Operations Manager role at BNY?
- Essential qualifications include a Bachelor's degree or equivalent experience, experience in client operations, fund services, or transfer agency within financial services, demonstrated client relationship management, and experience leading operational change initiatives. A strong understanding of client servicing, operational processes, and KPI reporting is also crucial.
- How does BNY foster employee growth and success in the Client Operations Manager position?
- BNY emphasizes a culture of growth and success through cutting-edge technology, transformative solutions, and a collaborative environment. They offer competitive compensation, comprehensive benefits, and wellbeing programs, alongside opportunities for professional development and advancement within the organization.
- What type of clients will a Client Operations Manager at BNY typically work with?
- A Client Operations Manager at BNY will work with premier clients, acting as the primary operational contact and managing their end-to-end service relationship. This includes interacting with senior client stakeholders responsible for oversight, particularly in areas like Transfer Agency.
- What are the preferred qualifications for the Client Operations Manager role at BNY?
- Preferred qualifications include experience interacting with senior client stakeholders, specific knowledge of Transfer Agency operations, experience with benchmarking and continuous improvement initiatives, and the ability to identify opportunities for standardization and automation.
- How does BNY use technology in its client operations?
- BNY leverages cutting-edge AI and breakthrough technologies to collaborate with clients and drive transformative solutions. This includes using data-driven insights, performance metrics, and KPI reporting to support decision-making and promote efficiency through reduced manual processes.
- What are the success measures for a Client Operations Manager at BNY?
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