Change Management/Training and Communications Lead

Job Description

OverviewBring 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 worlds 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 worlds 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, were approximately 50,000 employees across 35 countries with a culture that empowers you togrow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about. Were seeking a future team member for the role of Director, Head of AI Research to join our Innovation & Advanced Solutions group team. This role is in Dublin. In this role, youll make an impact in the following ways: As a member of BNY Mellons Innovation & Advanced Solutions group, the primary focus will be to continuously monitor key trends related to artificial intelligence and other emerging technologies, extract insights to shape the groups strategic direction anddrive engagement with ecosystem players. Main responsibilities will include:

• • Be an advocate for all servicing and service directors on the CRM platform, by being the main EMEA point of contact for and SME (Subject Matter Expert) on CRM servicing platform functionality. • Work with the CRM Change Management Lead to organize platformchange management, including user training, user manual authoring, user resource portal updates and any ad hoc training needs determined by the program or business.
• • Regularly update the ECRM user portal, including writing blog entries, updating artifacts, and uploading videos from the latest training sessions.
• • Work with Change Management Lead in producing, editing, and publishing self-guided videos reflecting the newest platform functionality.
• • Create training schedule form and work with SABA (BNYMs Learning and Development Portal) team to publish courses.
• • Moderate live webinar training sessions by ensuring webinar application information is accurate, training lead is prepared, and questions are answered in a timely fashion.
• • Update SABA Learning and Development portal, reflecting registrants who attended trainings.
• • Help users become more efficient on the platform by organizing regular training sessions, refresher courses and needed information on the ECRM User Portal.
• • Be familiar with user requirements and needs, working with technology to help prioritize and execute stories and epics.
• • Insure userbase has up-to-date User Manuals and other artifacts which reflect the latest platform functionality and workarounds.
• • Lead the development and publication of regular platform newsletters to help excite userbase and stakeholders.
• • Execute communications to the userbase addressing new platform functionality, issues/workarounds, and regular deployments
• • Socialize requirements across lines of business to identify opportunities for greater scalability and enhancement

• Help program adoption reporting by pulling regular user metrics from platform, monitor overall user adoption, identifying areas for opportunities to increase adoption rates and efficiencies on the platform. Onboarding responsibilities • Support ECRM Program Team in running through all onboarding steps in the ECRM Business Playbook including, but not limited to: Initial Assessment Review, UCM Client Hydration, UPM and Classification Schema Review, Onboarding template completion, Contactsidentification, and provisioning Teams, Queues, and Users to the platform. • Manage the schedule for onboarding teams and making sure team and program are on track by documenting summary and actions after meetings, following up with task owners, and updating schedules/documenting delays using the onboarding tracker. • Be the main point of contact for the designated LOB Business Admin or Team Lead Manager, ready to answer questions about onboarding process, platform functionality. • Lead weekly onboarding meetings with a set agenda including goals aligned to onboarding schedule. • Be SME on AccessHub provisioning processes, including Team and Queue request forms, and able to troubleshoot any issues with approvals or workflows. • Help create Business Requirement Documents for AccessHub form improvements and enhanced functionality. • Participate in AccessHub QA Testing, by developing or working through test cases prior to AccessHub form push to production. • Liaise with BNYM Exchange Team for assurance of mailbox readiness for ECRM activation. • Participate in activation testing of queues and queue mailboxes • Follow-up with Team(s) to ensure successful onboarding by confirming access to training environment, training session registrations, and proper communications are being sent to the userbase in preparation for ECRM onboarding. • Be familiar with Teams user requirements and needs, working with technology to help prioritize and execute stories and epics that onboarding is dependent on. • Report on status of Team(s) onboarding to ECRM, liaising with Change Management and Reporting leads for creation of platform adoption report. Act as a consultative partner between Business and Technology • Liaise between internal clients (stakeholders) and technology groups to best address business issues and processes through CRM and other sales technologies. • Consult with business stakeholders to analyze, define, and prioritize enhancements by mapping requirements to business value • Work with all levels of the organization across the globe to ensure various perspectives and needs are addressed • Recommend innovative and cutting-edge technology solutions that create process improvements and efficiencies and enable the sales organization to make better selling decisions Successful To be successful in this role, were seeking the following:

• A passion for the business, drive to win and outperformance mindset

• Commercial focus on growing the bottom-line while mitigating/managing risk

• Intellectual curiosity: desire to constantly learn and continuously improve

• Excellent ability to establish, develop, and maintain trust-based relationships with key stakeholders

• Ability to inspire others to action and able to draw on broader teams to deliver a superior outcome for clients and the firm• Ability to analyze problems or situations and apply a structured, ana