VP, Service Transformation – Process Engineering
Job Description:
• 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.
• 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.
• Identify and prioritize opportunities for automation, self-service, and tool adoption across the charitable account lifecycle.
• 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.
• Define success metrics for transformation initiatives tied to SLAs, throughput, capacity, client satisfaction, and risk reduction.
• Promote a culture of continuous improvement, accountability, and data-driven execution within Client Services.
Requirements:
• 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.
• 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.
Benefits:
• Health insurance
• Remote work options
Apply Now
Apply Now
• 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.
• 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.
• Identify and prioritize opportunities for automation, self-service, and tool adoption across the charitable account lifecycle.
• 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.
• Define success metrics for transformation initiatives tied to SLAs, throughput, capacity, client satisfaction, and risk reduction.
• Promote a culture of continuous improvement, accountability, and data-driven execution within Client Services.
Requirements:
• 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.
• 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.
Benefits:
• Health insurance
• Remote work options
Apply Now
Apply Now