Vice President – Global Business Services Operations and Change Manager

Bring your ideas. Make history.
BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the “bank of banks” - 97% of the world’s top banks work with us as we lead and serve our customers into the new era of digital.

With over 239 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we’re approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.

We’re seeking a future team member for the role of Vice President - Global Business Services Operations and Change Manager to join our Global Corporate Services Division team. This role is located in Manchester and is Hybrid.

In this role, you will make an impact in the following ways:

Enterprise Change and Project Management

• Finalize the implementation of the Global Digital Mail Program
  • Work in partnership with GCSD, LOBs and vendor to identify level 2 scanning capabilities including indexing, document ingestion and full business process automation.
• Support the implementation and evolution of enterprise software and solutions.
  • Support the Global Head of Mail and Document Services to fully scope potential technology including functionality and commercial structure.
  • Work as a key liaison between internal and external stakeholders to ensure that customer requirements are clearly translated, expectations met and timelines adhered to.
  • Ensuring effective internal controls in place to reduce risk and comply with internal and external regulatory requirements.
  • A constant focus on the customer experience to ensure there is a culture of continuous improvement.
• Act as Engagement Manager for Global Mail and Document Services Technology Engagements
  • Manages Third Party Governance engagements for enterprise services and technology in the Mail and Document Services Commodity including but not limited to management of engagement lifecycle, submitting / updating Inherent Risk Profiles and the coordination of Risk Assessments responses.
  • Manage the coordination of vendor contracts and sourcing requirements.
• Support strategic goals for operational efficiency and increased productivity to help maintain or improve the quality, effectiveness, and satisfaction of vendor service levels.
• Using PowerPoint, Excel, PowerBI, and additional tools, build clear and consistent reporting and presentations on initiatives, operations, cost savings, customer experience, vendor spend, and GCED metrics.

Operational Support

• Supporting the Global Head of Mail and Document Services wherever required to manage vendors, processes, and documentation for Mail, Translation, Subscription, Courier, and Print Services
• Supporting the Global Head of Mail and Document Services to create operational congruency wherever viable.
  • Working to audit operations globally as required
  • Creating a global standard which takes into consideration local nuances.
    • Drive efficiency and control spend.
    • Elevate the customer experience.
    • Manages operational risk.
• Liaise with LOB delegates, provide guidance, develop/update SOPs, conduct quarterly reviews with vendors to ensure the global digitization program continues to enhance and improve bank processes on an ongoing basis.
  • Lead all pilot programs and LOB rollouts by region.
  • Manage and measure vendor performance, compliance with contracts and service level definition documents, management of Key Performance Indicator Metrics and Service Level Agreements, and service model enhancements globally.
  • Responsible for developing/updating policies and procedures related to all relevant services.
  • Track and process invoices for global service lines, including ongoing analysis spend trends and ROI wherever relevant.
• Receive and address complaints:
  • Thoroughly investigate complaints with the vendors. Generate a root cause analysis, and mitigation plan.
  • Maintain relationships with internal clients to outperform their expectations.
• Identify and implement process improvements for on-the-job opportunities and informational security and brand control issues.
• Review / Revise internal client + vendor workflows to consistently deliver on quality.
• Raise awareness of vendor capabilities and introduce vendors to cross functional lines of business.
• Lead the onboarding of new lines of business and the training of new internal clients where it pertains to the commodities listed.
• Collect, analyse, and report on vendor spend.
  • Monitors spend and volume.
  • Report on relevant metrics.
  • Address the issues uncovered by data review and analysis.
• Standard Operating Procedure creation for enterprise services, management and adherence tracking with key vendor partners and onsite managers.
• Leverage knowledge of BNY Mellon Corporate Infrastructure and corporate relationships to escalate business critical requests and initiatives to appropriate team.

To be successful in this role, we’re seeking the following:

• A number of years relevant work experience preferred.
• Strong knowledge of sourcing, auctions, third party risk assessments, negotiations, contracting, purchase order management, and payments.
• Strong project management and stakeholder management skills
• Collaborative, flexible approach to problem solving.
• Must be service oriented with exceptional interpersonal skills to communicate with all levels of company personnel and suppliers.
• Outstanding people skills and ability to work effectively in a global team environment.
• Able to work independently, manage multiple work streams, and have an eye for detail.
• Experience working with and influencing cross-functional teams.
• Highly analytical skill set with aptitude for data-driven argumentation.
• Strong communication skills and an assertive approach, whilst maintaining your ability to be vocally self-critical.
• Experience with network systems design and management a bonus

At BNY Mellon, our inclusive culture speaks for itself. Here’s a few of our awards:

• Fortune World’s Most Admired Companies & Top 20 for Diversity and Inclusion
• Bloomberg’s Gender Equality Index (GEI)
• Human Rights Campaign Foundation, 100% score Corporate Equality Index
• Best Places to Work for Disability Inclusion, Disability: IN – 100% score
• 100 Best Workplaces for Innovators, Fast Company
• CDP’s Climate Change ‘A List’
• Forbes Blockchain 50

Our Benefits:

BNY Mellon 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 that can support you and your family through moments that matter.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.