VP, Service Operations Excellence

The VP of Service Operations Excellence is accountable for leading CS center of excellence teams for each service journey and across all journeys. The primary objective will be to scale CS services through services strategy, design, simplification, standardization, risk identification and quantification. Operational measurement tracking and change management will be critical enablers for success.

She / He will partner with Regional delivery teams – providing global shared support capabilities, while measuring progress against operational and service oriented metrics. Key process optimization responsibilities will include:

• Ensuring each service optimized, maximizing client experience and scale, while minimizing risk of human error.
• Reducing service variability and regional fragmentation so each client in any region receives the best possible service as designed.
• Measuring performance relative to target and continuously improving.
• Zooming out across services to ensure the entire journey has been optimized and built for satisfaction, speed, and scale – working closely with Client Services & Sales.
• Leading change management to improve each service and optimize the entire journey.

She / He will also collaborate deeply with the VP, Services Digitization to ensure each service has been optimized and is ready for the right levels of digitization, e.g., issue elimination, client self-service, services workflow automation. They will partner to ensure that solutions are achieving maximum usage and solutioning effectiveness opportunities are actioned.

She / He should have significant experience in leading operations teams and continuous improvement initiatives in B2B services companies. She / He will need to be able to translate seamlessly between regions and global teams while balancing the needs of distinct customer types.  

She / He should be highly skilled in strategy, operations management, change management, cross-functional team leadership and have superb communication skills, business analysis capabilities and an excellent understanding of business and customer service strategy frameworks. She / He is proactive business leader who can set the vision and mobilize all teams for delivery.

She/He will be a key member of the Digital Services & Operational Intelligence Leadership Team and partner closely with teams across Client Services and Sales.

Key Responsibilities

• Develop the service operations strategy and optimization plan orienting on each service and customer journey.
• Deliver on key process optimization needs – services strategy, design, simplification, standardization, change management, e.g.,
  • Ensuring each service optimized, maximizing client experience and scale, while minimizing risk of human error.
  • Reducing service variability and regional fragmentation so each client in any region receives the best possible service as designed.
  • Measuring performance relative to target and continuously improving.
  • Zooming out across services to ensure the entire journey has been optimized and built for satisfaction, speed, and scale – working closely with Client Services & Sales.
  • Leading change management to improve each service and optimize the entire journey.
  • Analyze internal and external client data to identify opportunities to optimize and improve the client and team member experience. 
  • Provide inputs into the unified, intuitive digital services suite for CS clients and support teams (digital cockpit).
  • Lead by example, setting development and leadership goals for the organization, holding leaders accountable for the development and diversity of their teams.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Basic Qualifications
• 12 years of relevant work experience with a Bachelor’s degree or 10 years of relevant work experience with an Advanced degree (e.g. Masters/MBA/JD/MD) or 8 years relevant work experience with a PhD.

Preferred Qualifications
• A minimum of 15 years of experience leading Customer Services Strategy & Optimization teams B2B Services companies, FinTech or Enterprise software preferred.
• Bachelor’s degree or equivalent, Graduate degree/MBA preferred.
• Track record of transforming global functions with demonstrable, measurable gains in client satisfaction, scale, and speed.
• Strong people leader who is widely recognized for building high performing teams and people followership.
• Demonstrated ability to lead cross disciplinary teams that include client services, sales, product, and technology.
• Experience working in a global role with regional stakeholders and global operations centers.
• Ability to influence executives and peers to make compelling cases for future optimization needs.
• Familiar with Change Management practices or PROSCI methodology.
• Ability to thrive leading change and manage ambiguity and demonstrates resilience when faced with obstacles. She / He is a positive problem solver.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.