Source description
About the role
Position Summary
The Product Owner is accountable for defining, governing, and continuously improving the service‑level framework that underpins custody data delivery across the Enterprise Custody Services platform. The Product Owner ensures SLA performance is proactively managed, transparently measured, and deeply integrated into workflow tools such as Staff Workstation, Reporting, and Notification Manager, enabling operational teams to deliver predictable, client‑grade outcomes. The role combines product leadership, data governance, client‑service excellence, and operational oversight to drive high‑quality, timely, and reliable service monitoring for BNY’s global custody clients.
Key Responsibilities
SLA Strategy, Governance & Operating Model
Define and maintain the end‑to‑end SLA framework, including metrics, prioritization logic, risk exposure drivers, and data quality requirements.
Embed SLA rules into operational workflows and Staff Workstation, ensuring they become a core driver for prioritization, exception management, and escalation
Client Change Delivery
Own the intake and triage of all client change submissions, ensuring each request is appropriately classified and routed for assessment.
Coordinate Impact Assessments (IAs) by aligning with technology, operations, legal, and domain stakeholders to define scope, timelines, dependencies, cost, and contractual implications.
Ensure SLA‑compliant turnaround, particularly for accelerated or regulatory changes, escalating risks that may affect service performance or deadlines.
Facilitate governance routines between internal teams and the client to support prioritization, clarify requirements, and remove blockers.
Communicate proactively with client counterparts and BNY leadership on progress, risks, decisions, and timelines across the change lifecycle.
Leadership & Team Direction
Provide executive leadership to SLA‑focused PODs, engineers, and analysts toward measurable outcomes.
Drive adoption of best‑in‑class product practices, including OKR‑aligned execution, initiative definition, and cross‑POD coordination.
Foster a culture of transparency, continuous improvement, and proactive client‑service excellence.
Required Skills & Experience
Extensive experience in custody operations, data delivery, or large‑scale financial services platforms, ideally with deep knowledge of SLA‑driven environments.
Proven track record in Product Development or equivalent, with strong leadership, communication, and stakeholder‑influencing skills.
Demonstrated expertise in data management, operational workflows, risk monitoring, and reporting frameworks.
Ability to navigate complex cross‑platform dependencies and drive outcomes through pods in an Agile operating model.
Strong analytical mindset with ability to interpret data signals, operational metrics, and client needs to drive decision‑making.
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