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BNY · 1 day ago

Senior Director, Client Processing Manager

500 Ross Street, Pittsburgh, PA, 15262, US

Full-time

Onsite

Director/Executive

15+ years exp

BNY is a leading global financial services company at the heart of the global financial system. They are seeking a Senior Director, Client Processing Manager to lead operational strategy and execution in payment operations, focusing on driving excellence, client experience, and risk management through data-driven decision-making and intelligent automation.

Financial Services

Responsibilities

Own the US payments operations strategy, operating model, and performance outcomes; set direction, define success metrics, and ensure alignment with global standards

Lead multi-country operations teams, balancing regional nuances with global consistency and scalability

Shape capacity planning, workforce strategy, location strategy, and vendor/partner engagement

Ensure daily operational integrity across all payment rails with a focus on timeliness, accuracy, resiliency, and client SLAs

Strengthen first-line risk and control discipline: incident prevention, rapid issue resolution, root-cause elimination, change control, and regulatory adherence

Drive robust operational readiness for new products, market infrastructures, and regulatory changes

Build a data-literate culture; define critical data elements, quality standards, and the operational analytics roadmap

Implement AI/ML use cases for exception handling, anomaly detection, forecasting, and intelligent workflow orchestration

Scale intelligent automation (RPA, orchestration, decision engines) to reduce manual effort, accelerate cycle times, and improve straight-through processing (STP)

Lead end-to-end process reengineering: eliminate failure demand, simplify controls, standardize workflows, and modernize tooling

Champion continuous improvement (Lean/Agile) and measurable uplift in KPIs: STP, cost-to-serve, defect rate, turnaround time, and NPS

Partner with Technology and Product to co-create target-state capabilities, ensuring operational design is embedded early in change

Serve as the senior operational point of contact for strategic clients and market infrastructures in the US; handle escalations with urgency and transparency

Collaborate with Sales, Product, Technology, Risk, Compliance, and Finance to deliver client outcomes and business growth

Represent operations in US governance forums; communicate performance, risks, and transformation progress

Build and develop high-performing, diverse teams; set clear goals, coach leaders, and foster accountability

Promote a culture of client obsession, curiosity, ownership, and collaboration across locations and time zones

Invest in upskilling: data literacy, AI fluency, automation tooling, and agile ways of working

Qualification

Payments domain expertiseAI/ML implementationOperational risk managementProcess reengineeringData literacyStakeholder managementAgile methodologiesTeam buildingLeadership skillsCommunication skills

Required

Bachelor's degree or the equivalent combination of education and experience is required; advanced/graduate degree preferred

15 plus years of total work experience preferred, with at least 5-7 years in management

12–15+ years in payments operations or adjacent domains (transaction banking, clearing, real‑time payments, cross‑border), with 7+ years leading large, multi‑site teams

Proven track record running complex operations with significant daily volumes, tight SLAs, and high regulatory scrutiny in APAC markets

Demonstrated success implementing AI/ML and automation in production operations, with measurable KPI improvements

Strong data literacy: ability to define data strategies, interpret analytics, challenge insights, and make decisions grounded in evidence

Deep understanding of operational risk, control frameworks, business continuity, and regulatory requirements across Americas jurisdictions

Experience in process reengineering (Lean/Six Sigma) and agile delivery; comfortable leading transformation programs end‑to‑end

Exceptional stakeholder management and executive communication skills; adept at influencing across Product, Technology, Risk, and front‑office

Bachelor's degree required; advanced degree or professional certifications (e.g., PMP, Lean Six Sigma Black Belt, data/AI certifications) are a plus

Payments domain: real‑time payments (e.g., FAST/NPP), high‑value/RTGS, ACH, SWIFT cross‑border, ISO 20022, correspondent banking operations

AI/Automation: familiarity with AI/ML operations use cases, RPA/orchestration platforms, NLP for email/case routing, predictive analytics for capacity/incident prevention

Data and Analytics: SQL and/or data visualization literacy; comfort with KPI dashboards, anomaly detection, and operational forecasting

Tools and Platforms: exposure to case management/workflow tools, incident/change management platforms, and control monitoring systems