Director, Production Services Manager

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<p><span style="font-size: 12pt; line-height: 107%;">At BNY, our culture allows us to run our company better and enables employees’ growth and success.&nbsp;</span><span lang="EN-GB" style="font-size: 12pt; line-height: 107%;">As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.</span><span style="font-size: 12pt; line-height: 107%;">&nbsp;</span></p><p><span lang="EN-GB" style="font-size: 12pt; line-height: 107%;">Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.</span><span style="font-size: 12pt; line-height: 107%;">&nbsp;</span></p><p><span lang="EN-GB" style="font-size: 12pt; line-height: 107%;">We’re seeking a Director, Production Services Manager.</span></p><p><span lang="EN-GB" style="font-size: 12pt; line-height: 107%;"><strong>In this role, you'll make an impact in the following ways:</strong></span></p><p class="wordsection1"><span>Own production stability, vendor management, and operational readiness for BNY's contact center and AI automation platform. Lead a team responsible for IVR, telephony, workforce management, speech analytics, voice biometrics, and virtual assistants.</span></p><ul style="list-style-type: disc; padding-left: 48px;"><li><p class="wordsection1"><span>Own 24x7 stability and serve as senior escalation point for critical incidents</span></p></li><li><p class="wordsection1"><span>Drive root cause analysis, post-incident reviews, and corrective actions</span></p></li><li><p class="wordsection1"><span>Drive production readiness for new platforms, including monitoring and regulatory controls</span></p></li><li><p class="wordsection1"><span>Manage platform retirements while maintaining stability through shutdown</span></p></li><li><p class="wordsection1"><span>Manage vendor relationships across SaaS, hosted, and on-prem delivery models</span></p></li><li><p class="wordsection1"><span>Negotiate SLAs, escalation paths, and support coverage</span></p></li><li><p class="wordsection1"><span>Conduct vendor risk assessments and monitor concentration risk</span></p></li><li><p class="wordsection1"><span>Coordinate across internal teams, vendors, engineering, and business stakeholders</span></p></li></ul><p class="wordsection1"><span><strong>Technology</strong></span></p><p class="wordsection1"><span><strong>Telephony &amp; Contact Center</strong></span></p><ul style="list-style-type: disc; padding-left: 48px;"><li><p class="wordsection1"><span>Avaya Aura, Avaya CMS</span></p></li><li><p class="wordsection1"><span>Enghouse Interactive CCE</span></p></li><li><p class="wordsection1"><span>Genesys Cloud CX</span></p></li><li><p class="wordsection1"><span>SIP/VoIP, IVR platforms, toll-free routing</span></p></li><li><p class="wordsection1"><span>Voice biometrics</span></p></li><li><p class="wordsection1"><span>CTI / Salesforce integration</span></p></li></ul><p><span lang="EN-GB" style="font-size: 12pt; line-height: 107%;"><strong>To be successful in this role, we're seeking the following:</strong></span></p><ul style="list-style-type: disc;"><li style="line-height: normal; margin-bottom: 4.5pt;"><span lang="EN-GB" style="font-size: 12pt;">20+ years in production operations or IT service management, with leadership experience</span></li><li style="line-height: normal; margin-bottom: 4.5pt;"><span lang="EN-GB" style="font-size: 12pt;">Contact center platforms (Avaya and Genesys Cloud)</span></li><li style="line-height: normal; margin-bottom: 4.5pt;"><span lang="EN-GB" style="font-size: 12pt;">Multi-vendor management across SaaS, hosted, and on-prem models</span></li></ul><p style="line-height: normal; margin-bottom: 0in;">&nbsp;</p><p style="line-height: normal; margin-bottom: 0in;">&nbsp;</p><p><span style="font-size: 12pt; line-height: 107%;">&nbsp;At BNY, our culture speaks for&nbsp;itself, check&nbsp;out the latest BNY news at:&nbsp;</span></p><p><a target="_blank" rel="noopener noreferrer" href="https://www.bny.com/corporate/global/en/about-us/newsroom.html"><span style="color: windowtext;"><span lang="EN-US" style="font-size: 12pt; line-height: 107%;">BNY Newsroom</span></span></a><span style="font-size: 12pt; line-height: 107%;">&nbsp;</span></p><p><a target="_blank" rel="noopener noreferrer" href="https://www.linkedin.com/company/bnyglobal/posts/?feedView=all"><span style="color: windowtext;"><span lang="EN-US" style="font-size: 12pt; line-height: 107%;">BNY LinkedIn&nbsp;</span></span></a><span style="font-size: 12pt; line-height: 107%;">&nbsp;</span></p><p><span style="font-size: 12pt; line-height: 107%;">&nbsp;</span></p><p><span style="font-size: 12pt; line-height: 107%;">&nbsp;Here’s a few of our recent awards:&nbsp;&nbsp;</span></p><ul style="list-style-type: disc;"><li><span style="font-size: 12pt; line-height: 107%;">America’s Most Innovative Companies, Fortune, 2025&nbsp;</span></li><li><span style="font-size: 12pt; line-height: 107%;">World’s Most Admired Companies, Fortune 2025&nbsp;</span></li><li><span style="font-size: 12pt; line-height: 107%;">“Most Just Companies”, Just Capital and CNBC, 2025&nbsp;</span></li></ul><p><span style="font-size: 12pt; line-height: 107%;">&nbsp;</span><br><span lang="EN" style="font-size: 12pt; line-height: 107%;">Our Benefits and Rewards:&nbsp;</span><span style="font-size: 12pt; line-height: 107%;">&nbsp;</span></p><p><span lang="EN-GB" style="font-size: 12pt; line-height: 107%;">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.&nbsp;</span><span style="font-size: 12pt; line-height: 107%;">&nbsp;</span></p><p><span style="font-size: 12pt; line-height: 107%;">&nbsp;</span></p><p><span lang="EN" style="font-size: 12pt; line-height: 107%;">BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.</span><span style="font-size: 12pt; line-height: 107%;">&nbsp;</span></p><p>&nbsp;</p><p class="wordsection1">&nbsp;</p>

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