Client Operations Manager - BNYM Program Office

Client Operations Manager - BNYM Program Office

The Client Operations Manager will act as the daily interaction point between the client and the Eagle GSS organization. A COM will fully understand the business operational workflows of their clients and have in-depth knowledge of their clients’ business needs and challenges. With this expertise, the COM will effectively advocate on behalf of their clients to resolve issues in a timely manner and thus exceed client expectations by providing extraordinary customer service.


  • Exceed client expectations by using product, technical and client expertise to effectively solve client issues in a timely manner.
  • Coordinate investigations and responses by the Global Support and Services. Fully own escalated issues from inception to resolution to ensure resolution times meet client expectations.
  • Develop in-depth knowledge of client business and operational workflows by working closely with client operations and production teams. Contribute knowledge of client business practices to overall Eagle knowledge management (KB articles, test cases, etc).
  • Engage in early stages of client lifecycle to share ownership of key implementation decisions; influence decisions with an eye towards post-implementation operations and long-term client success. Maintain ownership of decision logs after implementation.
  • Effectively advocate on behalf of client needs to GSS leadership.
  • Understand and contribute to the immediate and 3-month horizon needs and objectives of clients. Own current client temperature and work closely with client Relationship Manager on mid-range client goals.
  • Maintain daily communication with client A and B levels.
  • Proactively identify opportunities to increase client satisfaction and overall value of Eagle suite (training, new projects, sales opportunities, etc).


The COM role is not expected to be travel-intensive and is estimated to have up to 10% travel. Depending on the needs of each client and the training plan for each COM, the travel requirement may increase as needed.


  • BA in Finance, Accounting or IT. Advanced degree preferred.
  • 5-7 years of experience in the investment, private wealth and/or financial services industry.
  • Excellent communication skills.
  • Self-motivator with a strong work ethic, initiative, critical and strategic problem-solving skills.
  • Detail-oriented with strong organization skills.
  • Must be able to quickly gather and analyze data.
  • Excellent multi-tasking skills with the ability to thrive in a dynamic working environment.
  • Collaborative interpersonal skills; ability to work within teams.
  • Proven ability to build strong relationships, both with colleagues and with internal and external clients.
  • Expertise in the investment management industry.
  • Experience using Eagle products is preferred.
  • Flexibility to support market hours and do some after-hours work when necessary.    

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Client Operations Manager - BNYM Program Office