Director OF Customer Service

STRATEGIC LEAD: Director-level leader accountable for Corporate Services strategy, governance and delivery across the New York area portfolio, including 240G headquarters, New Jersey and Washington offices. Lead direct reports and integrated vendor partners across workplace services, with accountability for client experience, vendor governance, budget planning, issue escalation, controls and continuous improvement. The role reports to the Head of Americas Global Corporate Services and aligns regional priorities and In this role, you'll make an impact in the following ways: Lead Corporate Services delivery across the portfolio, ensuring consistent, high-quality, cost-efficient and client-focused services aligned with GCSD standards and business priorities. Lead direct reports and outsourced teams through clear objectives, coaching, development and accountability for results; build a collaborative, high-performing culture. Own portfolio vendor governance and relationships with senior vendor leadership, including contract compliance, KPIs/SLAs, staffing, service quality, financial performance, business reviews, corrective actions and continuous improvement. Serve as senior escalation point for material service and operational issues; coordinate vendors, service providers and internal stakeholders to mitigate impact, resolve issues and ensure documented follow-through. Lead annual budget planning and ongoing financial management, including forecasts, spend reviews, variance analysis and vendor financial performance; partner with Finance to improve transparency, efficiencies and cost stewardship. Coordinate multiple stakeholders including Real Estate, Workplace Experience and Design, Security, Technology, Finance, Procurement and business leaders. Represent GCSD in fit-outs, refurbishments, transitions and other relevant real estate initiatives. Use data, feedback, performance measures and business needs to set priorities, improve services, support sourcing decisions and evaluate new or enhanced service models. Service Scope: Food & Beverage: Employee dining, catering, executive/client dining, pantry, coffee, micro-market and vending services. Hospitality, Reception & Guest Services: Reception, lobby and guest experience, visitor support, concierge/high-touch services, and client-ready environments. Conference & Event Services: Conference centers, meeting and event planning/support, room readiness, catering and audiovisual coordination, onsite execution and service recovery. Community & Workplace Experience: Employee workplace support, issue routing, communications and engagement that strengthen connection and remove friction. Fitness Centers: Onsite fitness center service delivery, vendor performance, safe operations and colleague experience. Mail, Document & Print / Reprographics: Provide local portfolio oversight and coordinate mail, distribution, document, digital mail, shipping/courier, destruction and print/reprographics requirements with alignment with the U.S. Mail and Document Services lead responsible, ensuring site needs, vendor performance, service issues and escalations are aligned with the U.S. operating model. Risk, Controls & Operation Resilience: Ensure portfolio services follow GCSD policies, procedures, service standards, controls and contractual requirements; identify and elevate known or emerging risks. Ensure vendors maintain appropriate procedures for safety, service continuity, incident reporting, escalation and crisis response; drive corrective and preventive actions to closure. Director - Level Leadership Expectations: Be Client-Obsessed and Own It: set client-focused priorities and own end-to-end business outcomes. Spark Progress, Stay Curious and Thrive Together: drive better ways of working, build a culture of learning and prioritize what is best for BNY. AI, Product and Data Mindset: use technology, long-term user/business value and data-informed decision-making to improve outcomes. Develop & Coach Talent, Shape Future Strategy, Influence & Guide Thinking, and Apply Business Acumen: build high-performing teams, set a clear vision, influence outcomes and make commercially sound decisions. Qualifications: 12+ years of relevant Corporate Services, workplace experience, hospitality, vendor management and/or related operational leadership experience in a complex, multi-site environment. Strong knowledge across multiple workplace service functions, including food and beverage, hospitality, reception, conference/events, fitness, mail/distribution, document services and print/reprographics, with strong working knowledge of industry practices and applicable requirements. Proven experience leading direct reports and outsourced vendors, including contract performance, KPI/SLA management, business reviews, vendor negotiations, issue escalation, service recovery and continuous improvement. Strong financial and analytical capability, including budget and business plan development, forecasting, spend and variance analysis, cost optimization and data-informed decision-making. Strong leadership, organization, stakeholder management, negotiation, influencing and communication skills, with demonstrated ability to work across senior leaders, cross-functional teams and suppliers. Strategic, client-focused and results-driven, with sound business judgment, a collaborative approach to problem solving, and the ability to independently manage multiple priorities and workstreams. Full working knowledge of Microsoft Word, Excel and PowerPoint, with awareness of evolving technology and data tools that can improve service delivery. #J-18808-Ljbffr