Specialist, Client Operations II – BTS Operations – Global Payments and Trade PlatformWe’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.PBNY 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 RoleThe 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 ResponsibilitiesOperational ownership and query resolutionWork as part of a team serving as a point of contact to analyze, triage, and respond to client queriesLearn and support the BTS Operational workEnsure all client deliverables are accurate and timelyEscalate client concerns or issues to Client Service Delivery teamPartner with other Operations teams to improve client experience and outcomesPerformance metrics, data, and continuous improvementDesign 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 benchmarksUse data to anticipate and resolve issues before they arise; identify and remediate root causes to reduce re-opened and aged casesECRM adoption Ensure all client communications (transaction-specific queries) are managed via eCRMConfigure eCRM queues, routing rules and assignment logic Build team views and dashboards; define escalation triggers; establish metadata and best practices at the queue levelStreamline mailbox structures, archive legacy threads, reduce mailbox size, and remove undocumented client-side rules in support of scaleAutomation and digital employee enablementCollaborate with clients and internal teams to drive automation and eliminate manual processesLeverage the Digital Inquiry Service Companion (DISC) and AI capabilities, with human validation, to improve response times and standardize high-quality repliesMonitor 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 preferredDemonstrated success implementing operational metrics, dashboards, and data-driven performance improvementsHands-on experience with case management platforms (e.g., eCRM): queue configuration, routing/assignment logic, operational views, and escalation managementProcess improvement mindset with a proven track record driving automation and reducing manual workflows with clients and internal stakeholdersSkilled communicator with stakeholder management experienceExperienced on prioritization with an ability to “connect the dots” across the organization while maintaining a client-centric focusEffective collaboration across multiple global time zones and functionsStrong analytical and problem-solving capabilities; adept at anticipating issues and implementing preventive controlsComfortable 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 CardsBachelor’s degree required; advanced degree or professional certifications (e.g., PMP, Lean Six Sigma Black Belt, Data/AI certifications) are a plus