BNY

Senior Director, Client Processing Manager

BNY

full-time

Posted on:

Location Type: Hybrid

Location: Pittsburgh • Pennsylvania • United States

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Job Level

Senior

Tech Stack

PMPRPARuby on Rails

About the role

  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
payments operationsAI/ML implementationautomationdata analyticsprocess reengineeringLeanAgilerisk controlexception handlingworkflow orchestration
Soft skills
stakeholder managementexecutive communicationteam leadershipclient obsessioncollaborationcoachingaccountabilitycuriositydecision makingtransformation leadership
Certifications
PMPLean Six Sigma Black Beltdata certificationsAI certifications