Senior Director, Enterprise Contact Centers

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 Senior Director, Enterprise Contact Centers to join our Global Operations team. This role can be located either in Lake Mary, FL New York, NY – HYBRID.

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

• Effectively leading and fully engaging a team of 500 people to deliver contact center excellence to all stakeholders.
• Partnering in the transformation efforts and leading implementation and management of Enterprise contact center capabilities.
• Developing and implementing platform capabilities that support the successful scaling of the Enterprise Contact Center solutions.
• Foster strong relationships with senior stakeholders ensuring continuous platform enhancements to support new and existing products/capabilities. 
• Reduce the cost to serve and manage the overall budget (capacity planning, operating plan)
• Participate in the delivery of regular business reviews, and presentations to multiple stakeholders including Board-level and regulators.
• Manage communications and engagement with internal and external stakeholders for the Enterprise Contact Center business, including strategic advisors and senior business heads.

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

• 10 years in the global financial services industry managing large scale contact center/operations.
• Experience partnering effectively with executive leaders to develop, implement and manage strategic and operational initiatives.
• Versatile and inspirational leader driving execution, accountability, and innovation across large/complex organizations. 
• Solutions oriented team player that can establish governance forums across team members, partners, and stakeholders to find the best outcome and execute swiftly.
• Experience managing large, global teams at a financial institution.
• Agile product development experience essential.

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.

BNY Mellon assesses market data to ensure a competitive compensation package for our employees. The base salary for this position is expected to be between $136,500 and $325,000 per year at the commencement of employment. However, base salary if hired will be determined on an individualized basis, including as to experience and market location, and is only part of the BNYM total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs.

This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation) at any time, including for reasons related to individual performance, change in geographic location, Company or individual department/team performance, and market factors.