BNY Mellon
Director, Operations Group Manager
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Director, Payments Investigations (USA)
We’re seeking a future team member for the role of Director to lead our Payments Investigations team based in USA. The role can be based in Lake Mary, FL or Pittsburgh, PA.
About the Role:
The Head of North America Investigations leads regional investigations strategy and execution, overseeing complex, high-risk case management across the U.S. and Canada. This leader will drive operational excellence, client experience, and risk control while accelerating data driven decisioning, AI enabled operations, and intelligent automation at scale. The ideal candidate is a proven transformation leader with deep expertise and experience in payments, strong people leadership, and a strategic mindset, passionate about reengineering, simplification, and continuous improvement.
In this role, you’ll make an impact in the following ways:
- Leadership and strategy:
- Lead the North America investigations operating model, strategy, and performance outcomes, ensuring alignment with global standards.
- Oversee end-to-end investigative operations, ensuring quality, timeliness, consistency, and compliance with regulatory and policy requirements.
- Take accountability for the functional delivery against client key performance indicators (KPIs), key risk indicators (KRIs), objectives, and quality standards across payments investigations processes.
- Identify and implement process improvement opportunities to enhance efficiency, strengthen controls, and manage risk.
- Evaluate opportunities to leverage automation and AI within processes to improve effectiveness and support sustainable risk management.
- Operations management:
- Monitor operational performance, resource allocation, and workflow distribution to ensure the function can scale effectively.
- Strengthen first-line risk and control discipline through effective issue resolution, root cause analysis, escalation management, and governance.
- Drive process optimization, reengineering, and automation to improve productivity, case quality, turnaround times, and client outcomes.
- Use data, analytics, and AI-enabled capabilities to enhance decision-making, identify trends, and improve operational efficiency.
- Stakeholder Engagement:
- Build constructive relationships with the wider payment operations team.
- Partner closely with Compliance, Risk, Product, Technology, and business stakeholders to deliver strong investigative and client outcomes.
- People Management:
- Build, coach and develop high-performing teams, fostering accountability, collaboration, and a culture of continuous improvement.
- Promote a culture of client obsession, curiosity, ownership, and collaboration across locations and time zones.
- Invest in upskilling: data literacy, AI fluency, automation tooling, and agile ways of working.
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To be successful in this role, we’re seeking the following:
- Bachelor's degree in a related discipline or equivalent work experience required.
- Applicable local/regional licenses or certifications as required by the business.
- 10-12 years of total work experience with at least 1-2 years of management experience preferred.
- Preferred 10+ years of experience in payments operations of a large multi-national bank with broad experience spanning Wires (USD and non-USD), ACH and RTP and related investigation processes.
- Demonstrated knowledge, oversight, and hands-on leadership across:
- Payments processing and repair operations
- Payment investigations and exception resolution
- Knowledge of sanctions and AML screening processes for payments is desired
- Proven track record running complex operations with significant daily volumes, tight SLAs, and high regulatory scrutiny in targeted markets.
- Deep understanding of operational risk, control frameworks, business continuity, and regulatory requirements across global jurisdictions
- Demonstrated success implementing AI/ML and automation in production operations, with measurable KPI improvements.
- Strong data literacy: ability to define data strategies, interpret analytics and challenge insights.
- Exceptional stakeholder management and executive communication skills; adept at influencing Compliance, Product, Technology, Risk.
At BNY:
At BNY, our culture allows us to run our company better and enables employees’ growth and success. 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.
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.
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At BNY, our culture speaks for itself, check out the latest BNY news at BNY Newsroom [https://www.bny.com/corporate/global/en/about-us/newsroom.html] & BNY LinkedIn [https://www.linkedin.com/company/bnyglobal/posts/?feedView=all]
Here’s a few of our recent awards:
- America’s Most Innovative Companies, Fortune, 2025
- World’s Most Admired Companies, Fortune 2025
- “Most Just Companies”, Just Capital and CNBC, 2025
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.
BNY assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting.
Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, the employee will be in an “at will” position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
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