Customer Service Manager jobs in Großbritannien

Senior Vice President – Europe, Middle East and Africa (EMEA) GCSD Operations Manager - Corporate Services

At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system, we touch nearly 20% of the world’s investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities, and people everywhere.

We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.

We are seeking a future team member for the role of Senior Vice President, EMEA GCSD Operations Manager - Corporate Services who is responsible for the management and operations of the Global Corporate Services Division (GCSD) commodities pertaining to:

• Driving GCSD strategy and direction for site operations consistent with global program guidelines and vision; think globally, execute locally.
• Ensure operational alignment with global commodity strategy and initiatives while guaranteeing compliance with company policies, processes, and governance.
• Actively create an inclusive collaborative team culture that promotes employee success and keeps the team focused on priorities and key results. Empowers the team to make decisions and doesn't micromanage while encouraging new ideas and innovative solutions.

This role is in Manchester – Hybrid

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

• Achieve a culture of service excellence whilst achieving significant efficiency gains and good value for the organization.
• Rapidly assess current state and develop a long-term strategy with a clear path to rectify issues with the operation, process, and communication connectivity with global commodity leadership.
• Drive and support special projects and strategic initiatives.
• Operate flexibly to undertake a range of varying projects simultaneously.
• Relationship management with stakeholders including supporting portfolio enhancement requests in a dynamic environment.
• Serve as escalation point for internal clients to address issues and concerns that impact our key stakeholders.
• Respond positively and creatively to GCSD client requests and queries.
• Liaise with vendors, service providers, and internal clients to ensure all issues and events which adversely impact our operations are mitigated and resolved.
• Follow and adhere to all internal vendor governance requirements covering due diligence, cyber security, and vendor onboarding requirements.
• Monitor vendor costs to ensure budget targets are achieved. Provide monthly updates and reporting to management on unaligned invoices and payment control effectiveness.
• Provide regional vendor service and performance reports to the GCSD global commodity managers as and when required.
• Oversee the management of all regional third-party contractors/vendors.
• Prepare and present project proposals to senior Business Leaders and corporate management for review and approval.
• Implement best practices and industry standards and have a developed network and deep understanding of the latest industry trends, innovations, and control metrics.
• Challenge the status quo to improve existing workflows and processes to enhance internal client experience through creative thinking and innovative approaches for vendor management.
• Implement sustainable practices across all GCSD services, pursue industry-leading opportunities, while contributing to initiatives that help communities thrive to create maximum impact.
• Ensure data records evidencing impact BNY's commitment to continuous improvement.
• Optimize services with the implementation of industry-leading intuitive digital solutions to support the enhancement of the user experience.
• Drive the simplification of the operational process and automation of standardized manual processes to improve productivity.

GCSD EMEA Leadership & Commodity Support:

• Provide regional oversight for all Global Corporate Services (GCSD) commodities ensuring that regional nuances are included.
• Set strategic goals for operational efficiency and increased productivity.
• Support the development, monitoring, and implementation of initiatives to establish, maintain or improve the quality, effectiveness, and satisfaction of vendor service levels.
• Provide analysis and implementation of GCSD staffing structure. Determine staffing and compensation recommendations and participate in team personnel requirements.
• Coach and mentor assigned staff on improving the execution of the GCSD activities and achievement of goals. Manage staff development and talent management processes for assigned staff.
• Collaborate with other regional leads across the international region, GCSD Leadership team, and global commodity leads to develop and evaluate the feasibility of new services or enhancements to existing services.

Team Culture & Management Style:

• Create an inclusive team environment, promote empathy, employee success, and well-being.
• Role model high standards of honesty, transparency, equity, and integrity.
• Actively encourage collaboration with the wider global GCSD team.
• Mentor, develop, and coach the EMEA team to strengthen their leadership and assist in achieving career growth.
• Recognize own filters, biases, and preferences and adopt strategies to ensure fairness and equity for everyone.
• Seek out and include perspectives from diverse backgrounds, experiences, and expertise.
• Empower and cultivate team members into effective decision-making.
• Inspire team members to produce current ideas and innovative solutions.
• Support individuals in owning their career and expanding and developing their skills.
• Actively look for coachable moments in daily work and provide actionable feedback.
• Be resilient and support tenacity in others.
• Set the bar high and drive a culture of urgency and accountability.
• Take the enterprise view and actively break down cross-functional and other barriers.
• Communicate strategy and set clear and challenging goals with the team.
• Ensure the team supports a collaborative, inclusive, employee-focused team culture.

Role Practicalities:

• Reports directly to the International Lead for Corporate Services (Manchester, UK Based).
• Management of GCSD employees across the EMEA region.
• Oversight of ~150 Vendor staff providing services for the region.
• Required to be available for EMEA operational time zones for emergency support and escalations.
• Periodic travel across the EMEA region.

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

• Relevant years of professional experience required - a significant portion of which should demonstrate success in managing corporate services in organizations of similar size and complexity.
• Relevant experience as a leader with years of senior management responsibilities.
• Experience building and managing a team or department within a start-up or entrepreneurial setting, particularly one with both proprietary and contract resources.
• Demonstrated experience in creating a collaborative and inclusive team culture that promotes employee success.
• Bachelor’s degree in a related field.
• Exceptional communication skills: (especially written & spoken English) proven ability to lead cross-functional teams through influence versus direct management; excellent interpersonal skills.
• Highly competent with productivity software, including Microsoft Outlook, Word, Excel, and SharePoint.
• Excellent in data and analytics/metrics.
• Comfortable with legal terms and structures for standard commercial contracts.
• Proven self-starter who sets aggressive goals and consistently gets results.
• Demonstrated ability to think strategically and successfully execute tactically.

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

• America’s Most Innovative Companies, Fortune, 2024
• World’s Most Admired Companies, Fortune 2024
• Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024
• Best Places to Work for Disability Inclusion, Disability: IN – 100% score, 2023-2024
• “Most Just Companies”, Just Capital and CNBC, 2024
• Dow Jones Sustainability Indices, Top-performing company for Sustainability, 2024
• Bloomberg’s Gender Equality Index (GEI), 2023

Our Benefits and Rewards:

BNY 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, including paid volunteer time, that can support you and your family through moments that matter.

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