Hybrid Senior Director, Client Processing Manager

at BNY

• Job title: Senior Director, Client Processing Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: PMP, RPA, Ruby on Rails
• Location requirements: Hybrid, Pittsburgh, United States

About the role

• Senior Director overseeing operational strategy for payment flows at BNY. Focus on enhancing client experience, risk control, and automation in financial services.

Responsibilities

• The Senior Director, Payments Operations – will lead end-to-end operational strategy and execution across the region, covering high‑velocity, mission‑critical payment flows (domestic, cross‑border, real‑time rails, high‑value payments).
• This leader will drive operational excellence, client experience, and risk control while accelerating data‑driven decisioning, AI‑enabled operations, and intelligent automation at scale.
• 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.
• 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.

Requirements

• 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.

Benefits

• 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.