BNY Mellon Careers

Lead Manager, Service Delivery - HR Service Center

Pittsburgh, Pennsylvania
Human Resources

Job Description

The HR Service Deliver Manager will oversee a team of service delivery representatives within expanded remit in region. Incumbent will analyze performance results of staff and implement department improvements; plan for upcoming organizational needs and implement strategies in a proactive manner; ensure department operates efficiently according to client and company measures; resolve escalated customer complaints and implement strategies to ensure the efficient operation of the department. Responsible for ensuring client service level agreements are met on a consistent basis. Incumbent will work in a rapidly changing environment and possess a high degree of adaptability and flexibility. Incumbent will work with support departments to ensure staffing strategies are effectively executed. Incumbent will work with global counterparts to ensure standardization across service center processes where applicable. Responsible for collaborating to design an organization that effectively executes the business strategy and produces necessary business results. Collaborates with HR CoE’s to develop and execute HR programs and processes that support specific business objectives. Leads moderately complex processes and delegates work to more junior team leads. Ensures procedures meet business needs and comply with organizational policies and/or country laws, policies and regulations. Often oversees 3-4 different activities or solutions including compensation administration. Manages the team execution of assigned activities and solutions, ensuring quality, timeliness and data accuracy. Ensures team has appropriate resources to conduct their work and that they understand each solution, when to escalate and whom to contact. Provides more general oversight of the team’s daily work, focusing on more high-level or long-term guidance. Serve as an escalation point for highly complex or unprecedented issues. Initiates the development and implementation of HR Call Center processes/procedures and ensures alignment with organizational policies/objectives and country laws, policies and regulations. Keeps up to date with legislative changes and develops strategic solutions for implementing process adjustments in response to these changes. Craft guidance to operationalize legislative changes into activities and solutions procedures/protocols. Directs process improvement efforts of team. Leads internal staff in analyzing process setup and process efficiencies. Manages special projects as directed by senior management. Participates as a Subject Matter expert as new technologies and services are designed and executed in Process Solutions management. Advises HR management and professional staff on impact to services provided directly and by vendors. Recruits, directs, motivates and develops staff, maximizing their individual contributions, their professional growth and their ability to function effectively as a team. Responsible for the performance management processes for multiple teams of administrative support staff or a team of professional staff. Manages multiple teams of administrative support staff, professionals or multiple vendors. Tasks are accomplished primarily through the work of direct reports and oversight of vendors.


Bachelor‘s degree or the equivalent combination of education and experience is required. 6-7 years of total work experience preferred with 2-4 years of management experience preferred. Preferred Qualifications: Demonstrated experience in partnering with managers to deliver HR solutions. Proven ability to engage, interact, and influence business outcomes. Comfortable handling complex HR issues and communicating both horizontally and vertically. Experience managing call centers highly preferred.

For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments & safeguards nearly one-fifth of the world's financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It's the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark:

Human Resources is invested in helping BNY Mellon achieve business success by building a winning, high-performance culture that stems from great talent, leadership, learning and diversity; and partnering with employees to provide the tools and resources necessary to support successful career growth and help ensure employees' wellbeing.

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

Primary Location: United States-Pennsylvania-Pittsburgh
Internal Jobcode: 75047
Job: Human Resources
Organization: HR Solutions Center-HR06284
Requisition Number: 1800986