Regional Operations Manager

Job Summary

We are seeking a highly skilled and experienced professional to join our team as a Vice President, Regional Operations Manager. This role will be responsible for providing onsite support for all Global Corporate Services Division (GCSD) entities, including Mail and Document Services, Food & Beverage, Hospitality & Reception, Global Travel and Corporate Card services.

Key Responsibilities

• Support the AMERICAS Regional Lead to deliver high-quality, cost-efficient, and internal client-focused services with the consistent objective to embed continuous improvements.
• Support the AMERICAS Regional Lead in completing daily activities and managerial/administrative tasks, which are frequently advanced and complex in nature.
• Support the AMERICAS Regional Lead in managing and measuring vendor performance and output across NORAM, driving vendor performance, compliance with contracts, and management of Key Performance Indicator metrics, Service Level Agreements, and service model enhancement.
• Support RFQ, RFI, and RFP efforts across NORAM to drive profitability and improve internal client experience.
• Work closely with other GCSD Regional Services Leads and the Global Team to collectively standardize processes, services, and deliverables.
• Support the management control processes and monitor adherence to vendor contract standards, identifying and addressing known risks and emerging issues and escalating as appropriate.
• Support the capture and coordination of issues and concerns that impact our key stakeholders, liaising with vendors, service providers, and internal clients to ensure all issues and events that adversely impact our operations are mitigated and resolved.
• Collect, analyze, and report on vendor spend, monitoring vendor costs to ensure budget targets are achieved, and support the day-to-day management and annual submission of the Global Corporate Services Division (GCSD) budget.
• Follow and adhere to all internal vendor governance requirements covering due diligence, cyber security, and vendor onboarding requirements.
• Liaise with LOB delegates, provide guidance, develop/update SOPs, conduct monthly reviews with vendors to ensure the regional program continues to enhance and improve bank processes on an ongoing basis.
• Oversee the management of all Mailing and Document Management as well as governance of vendor staff requirements and control, working closely with the Global Mailing and Document Management Leadership on activities, projects, and requirements.
• Attend global commodity calls as and when required.
• Act as the liaison between TPG Regional requirements and NORAM internal clients when applicable.
• Independently review and analyze contract tasks, effectively communicate requirements, and determine solutions and actions in response to contract tasks.
• When needed, participate in projects with the Global Real Estate team regarding new fit-outs, office refurbishments, and/or footprint consolidation.
• Receive and address incidents, thoroughly investigate complaints with vendors, work with vendors and internal clients to identify a root cause analysis, and mitigation plan, report progress and actions to the Americas Regional Lead, and escalate when necessary.

Mail, Digitalization, and Document Management Operations Responsibilities

• Full ownership of the operational element of Mail and Document Services Operations in NORAM, ensuring a culture of continuous improvement is instilled within the team and vendor network.
• Manage resources for NORAM Mailing and Document Services daily operations, activities, and projects, working closely with the Global Mailing and Document Management Leadership and Americas Regional Lead.
• Monitor volume and costs for mail, digital services, printing, courier, and shredding services, POC for vendors and internal clients.
• Work proactively with GCSD team governance and controls of matters related to Mail and Document Services.
• Responsible for Mail and Distribution Services, including on-site mailrooms and support for satellite office locations.
• Provide project management and coordination support on Mail projects.
• Collect, analyze, and report on vendor spend, monitor vendor costs to ensure budget targets are achieved, invoice review, validation, and reconciliation.
• Operations governance, including audit requirements and Third-Party Governance.
• Partner with internal control, risk, and data privacy teams to ensure any material changes to service are delivered in line with BNY Mellon standards/approval process.
• Coordinator of all related projects for NORAM, working closely with vendors and the global team.
• POC for internal clients and escalation matters.
• 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 the appropriate team.
• Support and management of the business continuation plan (BCP) to meet internal requirements and activities and to assure vendors follow BNYM requirements, when needed, lead tests, and manage documentation.
• Key resource for coordinating services for site opening, expansion, or closure and handle activities such as cancellation of services or redirection of operations and mailing with the internal line of business, Real Estate, and mailing and shredding vendors.

Qualifications

• 8+ years of relevant work experience preferred.
• Superior knowledge of multiple functions and principles, including mail and distribution, food and beverage, global travel, conference services, and project management.
• Proven ability to plan and manage operational processes for maximum efficiency and productivity.
• Experience with budget and business plan development.
• Ability to serve as the deputy for Americas Regional Lead.
• Superior negotiation skills in both internal and external settings.
• Masterful organizational, communication, and leadership skills, demonstrated by professional success.
• Strong knowledge of sourcing, auctions, third-party risk assessments, negotiations, contracting, purchase order management, and payments.
• Must be service-oriented with exceptional interpersonal skills to communicate with all levels of company personnel and suppliers.
• 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.
• Dynamic and action-oriented, and able to meet deadlines and achieve objectives.
• Operate flexibly to undertake a range of varying projects at the same time.
• Excellent knowledge of and skills with MS Office suite, especially Excel and PowerPoint, and good data analytical skills.
• Ability to work independently and take initiative.
• Collaborative, flexible approach to problem-solving.

Primary Location

Pittsburgh

Job Title and Grade

Global Corporate Services Division Vice President

About BNY Mellon

At BNY Mellon, our inclusive culture speaks for itself. Here are 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.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans.

Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients, and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

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