[Remote] VP, Service Transformation & Process Engineering
Note: The job is a remote job and is open to candidates in USA. Ren is a company focused on charitable giving platforms, and they are seeking a Vice President for Service Transformation & Process Engineering. This role is responsible for designing and automating client service processes, ensuring operational scalability and technology enablement, while also acting as a strategic partner across various teams to enhance the client experience.
Responsibilities
• Own and execute the Client Services transformation roadmap, aligned with company strategy, growth objectives, and client experience goals
• Serve as a senior advisor to the EVP, Client Services, providing insight, structure, and execution support across complex, cross-functional initiatives
• Partner with Service Experience, Accounting Operations and Enterprise Operations to ensure service delivery strategy is enabled by scalable, standardized, and automated processes
• Establish and maintain enterprise-wide service process architecture, defining standard workflows across clients, products, and service channels
• Lead current-state and future-state process design to eliminate variation, reduce failure points, and support straight-through processing
• Balance standardization with regulatory, client-specific, and risk considerations in a highly regulated environment
• Act as a lead operational counterpart to IT, Product, and Growth teams
• Translate client service needs, SLAs, and operational pain points into clear, prioritized technical requirements and platform capabilities
• Influence product roadmaps and architectural decisions to ensure systems enable automation, data integrity, and scalable service delivery
• Identify and prioritize opportunities for automation, self-service, and tool adoption across the charitable account lifecycle, including contribution intake, account setup, grant processing, exception handling, and reporting
• Drive initiatives that materially reduce backlog risk, cycle times, and manual work while improving advisor and client satisfaction
• Ensure solutions are designed with both client experience and operational efficiency as core success measures
• Lead large, multi-stakeholder initiatives across Client Services, Product, Technology, Risk, and Operations with clear accountability and governance
• Drive disciplined change management to ensure adoption of new processes and tools across service teams
• Serve as a unifying leader during periods of growth, platform evolution, and organizational change
• Define success metrics for transformation initiatives tied to SLAs, throughput, capacity, client satisfaction, and risk reduction
• Leverage operational data, backlog trends, and client feedback to inform prioritization and decision-making
• Promote a culture of continuous improvement, accountability, and data-driven execution within Client Services
Skills
• Bachelor's degree required; advanced degree preferred
• 10-12+ years of progressive leadership experience in service operations, transformation, process engineering, product operations, or technology-enabled change
• Proven success leading enterprise-scale transformation initiatives in financial services (including money movement), trust administration, or other regulated environments
• Deep experience translating operational complexity into technical and architectural requirements
• High integrity, strong risk and control awareness, and comfort operating in regulated environments
• Bias toward action paired with disciplined execution and follow-through
• Advanced degree preferred
• Experience in charitable giving, philanthropy, or donor-advised funds (DAFs) strongly preferred but not required
• Prior experience at a top-tier management consulting firm (e.g., McKinsey, Bain, BCG, or equivalent) is a strong plus, especially where the work involved enterprise operating model design, process transformation, and cross-functional execution
Company Overview
• REN - Redes Energéticas Nacionais operates in two major areas: • The transmission in very high voltage electricity and overall technical management of the National Electricity System; • The transport of high-pressure gas and overall technical management of the National Gas System, guaranteeing the reception, storage and regasification of LNG and underground storage of natural gas. It was founded in 1994, and is headquartered in Lisboa, Lisboa, PRT, with a workforce of 501-1000 employees. Its website is http://www.ren.pt/.
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Responsibilities
• Own and execute the Client Services transformation roadmap, aligned with company strategy, growth objectives, and client experience goals
• Serve as a senior advisor to the EVP, Client Services, providing insight, structure, and execution support across complex, cross-functional initiatives
• Partner with Service Experience, Accounting Operations and Enterprise Operations to ensure service delivery strategy is enabled by scalable, standardized, and automated processes
• Establish and maintain enterprise-wide service process architecture, defining standard workflows across clients, products, and service channels
• Lead current-state and future-state process design to eliminate variation, reduce failure points, and support straight-through processing
• Balance standardization with regulatory, client-specific, and risk considerations in a highly regulated environment
• Act as a lead operational counterpart to IT, Product, and Growth teams
• Translate client service needs, SLAs, and operational pain points into clear, prioritized technical requirements and platform capabilities
• Influence product roadmaps and architectural decisions to ensure systems enable automation, data integrity, and scalable service delivery
• Identify and prioritize opportunities for automation, self-service, and tool adoption across the charitable account lifecycle, including contribution intake, account setup, grant processing, exception handling, and reporting
• Drive initiatives that materially reduce backlog risk, cycle times, and manual work while improving advisor and client satisfaction
• Ensure solutions are designed with both client experience and operational efficiency as core success measures
• Lead large, multi-stakeholder initiatives across Client Services, Product, Technology, Risk, and Operations with clear accountability and governance
• Drive disciplined change management to ensure adoption of new processes and tools across service teams
• Serve as a unifying leader during periods of growth, platform evolution, and organizational change
• Define success metrics for transformation initiatives tied to SLAs, throughput, capacity, client satisfaction, and risk reduction
• Leverage operational data, backlog trends, and client feedback to inform prioritization and decision-making
• Promote a culture of continuous improvement, accountability, and data-driven execution within Client Services
Skills
• Bachelor's degree required; advanced degree preferred
• 10-12+ years of progressive leadership experience in service operations, transformation, process engineering, product operations, or technology-enabled change
• Proven success leading enterprise-scale transformation initiatives in financial services (including money movement), trust administration, or other regulated environments
• Deep experience translating operational complexity into technical and architectural requirements
• High integrity, strong risk and control awareness, and comfort operating in regulated environments
• Bias toward action paired with disciplined execution and follow-through
• Advanced degree preferred
• Experience in charitable giving, philanthropy, or donor-advised funds (DAFs) strongly preferred but not required
• Prior experience at a top-tier management consulting firm (e.g., McKinsey, Bain, BCG, or equivalent) is a strong plus, especially where the work involved enterprise operating model design, process transformation, and cross-functional execution
Company Overview
• REN - Redes Energéticas Nacionais operates in two major areas: • The transmission in very high voltage electricity and overall technical management of the National Electricity System; • The transport of high-pressure gas and overall technical management of the National Gas System, guaranteeing the reception, storage and regasification of LNG and underground storage of natural gas. It was founded in 1994, and is headquartered in Lisboa, Lisboa, PRT, with a workforce of 501-1000 employees. Its website is http://www.ren.pt/.
Apply Now
Apply Now