Overview

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 240 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 Director, Head of Contact Center Poland to join our Enterprise Contact Center Organization team. This role is located in Wrocław, Poland - HYBRID.

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

• Working with Contact Center, Operations, Tech Leads, driving transformation, innovation, business resilience,
• Overseeing (through subordinate managers) service delivery function: Client-facing Contact Center (FTE +25),
• Being Senior point of contact/escalation in-region, assuring accurate and timely Client and Service management
• Leading implementation and monitoring of the strategic plans or regional internal projects and ensuring its alignment with the Company's strategic pillars, principles, and defined Enterprise Contact Center Objectives,
• Monitoring metrics and driving performance, ensuring governance and controls are in place for every process,
• Creating a dynamic, diverse talent pool, building management bench-strength; facilitating learning environment
• Managing budget, assuring that efficiency and growth targets are met, defining and monitoring Team’s goals,

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

• Advanced / Graduate degree; 10-15 years of total professional experience in progressive client service, banking, or commercial roles with at least 5 years of team and/or project management profile preferred, 
• Proven track record of leading and managing change/efficiency initiatives from inception to completion,
• Leadership skills, experience in building and developing sizable and effectively operating diverse teams,
• Strong analytical, problem-solving, decision-making skills, efficient in fast-paced environment, financial acumen,
• Excellent communication skills, ability to influence and collaborate with senior stakeholders across the firm,

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, 2023  
• Bloomberg’s Gender Equality Index (GEI), 2023
• Human Rights Campaign Foundation, Corporate Equality Index, 2023
• Best Places to Work for Disability Inclusion, Disability: IN – 100% score, 2023
• Dow Jones Sustainability Indices, Top performing company for Sustainability, 2023
• Forbes Blockchain 50, 2023

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.

Employer Description:

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 and 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: bnymellon.com/careers.