Senior Vice President, Problem Manager

Bring your ideas and 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 over 238 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 in the role of Senior Vice President Problem Manager to join our Service Management Team within Production Services. This role is in Lake Mary, FL, HYBRID.

The Service Management Office is responsible for proactive governance, control and continuous improvement of the Production Services Operating model, underlying IT operational processes and supporting tools to ensure optimal and effective service delivery, production stability and regulatory compliance. 

The Problem Manager will be responsible to lead the investigation of problems through root cause analysis, perform proactive trend analysis and monitoring, manage the lifecycle of a problem, collaborate with production stakeholders for completion of tasks and for overall governance of the problem management process.

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

• Lead all problem management activities ensuring root cause and remediation actions are identified.
• Ensure the problems progress through the Problem Management process in a timely and prioritized fashion.
• Prepare statistics, KPI and trend reports for use in the problem management process. 
• Collaborate with subject matter experts to refine operating processes and procedures. 
• Coordinate, convene and problem review meetings.
• Create and deliver external content regarding service disruptions.
• Ensure that the problem management information reflects accurate errors and is complete.
• Develop trend analysis and prepare service improvement plans to address identified gaps.

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

• Bachelor’s degree or equivalent experience
• 5 years of management experience; 2 years in IT Service Management role required.
• 10 years of technology experience preferred.
• Experience in the securities or financial services industry is a plus.
• ITIL Certified or minimum 5 years working experience as a Problem Manager
• Strong analytical skills

     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 
• Bloomberg’s Gender Equality Index (GEI)
• Best Places to Work for Disability Inclusion, Disability: IN – 100% score 
• 100 Best Workplaces for Innovators, Fast Company
• Human Rights Campaign Foundation, 100% score Corporate Equality Index
• CDP’s Climate Change ‘A List’

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. 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.

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.