Operations - Executive Director, Transformation & Servicing Innovation

We're seeking an Executive Director, Transformation & Servicing Innovation to join our dynamic team. This is a critical role that will serve as a strategic partner to the Head of Servicing Operations and the Head of AI Strategy and Transformation, shaping the future of how we operate.

As the Executive Director of Transformation & Servicing Innovation within the Transformation & Servicing Innovation team, you will be at the forefront of a pivotal period of strategic evolution, responsible for leading significant transformation across a massive 12,000 Full-Time Equivalent organization, primarily composed of call center and back office agents. You will dramatically enhance our client service capabilities, instill a culture of continuous improvement, and champion innovative new ways of working, with a strong focus on leveraging cutting-edge Artificial Intelligence. This is more than just a leadership position; it's an opportunity to be the primary orchestrator of our Servicing Operations' transformation portfolio. You will bridge the gap between bold strategic vision and flawless operational execution, ensuring our client services remain at the pinnacle of efficiency, effectiveness, and customer satisfaction. If you thrive in complex environments, are a master influencer, and possess a relentless promote for impactful delivery, this role offers an unparalleled chance to make a profound impact on our Consumer and Community Banking client base and thousands of our front-line specialists.

Job Responsibilities

• Define and Drive Strategic Transformation: Collaborate closely with leadership to identify and prioritize high-impact opportunities within Servicing Operations. Develop and execute a comprehensive transformation roadmap, with a strong focus on becoming an AI-enabled organization ready for future ways of working. Translate high-level goals into actionable initiatives, establishing clear, measurable KPIs.
• Champion AI and Emerging Technologies: Lead the strategic direction for leveraging AI, agentic capabilities, and large language models (LLMs) to unlock significant operational efficiencies and reshape future work practices within Servicing Operations.
• Orchestrate Transformation Initiatives: Take ownership as the central point of contact for Servicing Operations' transformation portfolio. Strategically organize and drive a robust portfolio of initiatives, ensuring rigorous tracking, on-time and on-budget delivery, and seamless integration into business operations.
• Lead Cross-Functional Change: Act as a local champion and primary integrator, fostering a culture of innovation and continuous improvement. Build strong coalitions across all organizational levels, effectively communicating the "why" behind changes, celebrating successes, and proactively mitigating resistance.
• Identify & Implement Operational Enhancements: Utilize data and analytics to pinpoint inefficiencies and areas for optimization within servicing operations. Champion the adoption of emerging technologies to boost productivity, elevate customer experience, and strengthen operational resiliency.
• Mitigate Risk & Ensure Compliance: Proactively identify and manage risks associated with transformation initiatives. Ensure unwavering compliance with regulatory, operational, and organizational policies throughout all changes to processes and systems.
• Foster Cross-Team Collaboration: Partner with Servicing Operations leaders, front-line managers, staff, and CCB Ops & Product Teams to uncover pain points, inform opportunities, and secure prioritization for AI and innovative solutions.
• Develop Data-Driven Business Cases: Create compelling, data-driven business cases for each proposed initiative, quantifying potential impacts across cost, expense savings, risk mitigation, and both customer and employee experience.
• Enhance Transparency & Buy-in: Establish routines to improve transparency of cross-firm initiatives within Servicing Operations. Provide regular, credible reporting on transformation progress to key strategic stakeholders, proving the value of our investments and ensuring strong buy-in from leadership and staff for smoother adoption of new technologies and processes.
• Drive Leadership Alignment & Representation: Report directly to the Head of Customer Service Strategy, Customer Experience, and Performance Excellence, with dotted line accountability into the Head of AI Strategy & Transformation Office. Act as a key representative for the Servicing Organization in senior leadership meetings, articulating and advancing Operations-led strategic initiatives through impactful executive-level presentations.

Required qualifications, skills, and capabilities

• 15 years of progressive leadership experience with a strong focus on large-scale business transformation and operational excellence.
• Demonstrated expertise in large-scale client service environments (10,000 employees), particularly within call centers and investigation operations, understanding their unique challenges and opportunities.
• Proven management consulting background with extensive experience in strategic problem-solving, organizational design, process re-engineering, and complex change management.
• Deep expertise in leading and driving organizational change, including cultural transformation, technology adoption, and workforce evolution.
• Strong track record of leveraging technology (especially AI/ML) to significantly improve efficiency, customer satisfaction, and operational performance.
• Exceptional strategic thinking and analytical skills, capable of translating complex data into actionable insights and strategic recommendations.
• Robust technology and operations knowledge, including expertise in policy, procedures, risk, and controls.
• Bachelor's degree required.
• Flexibility to travel as needed.

Preferred qualifications, skills, and capabilities

• Master's degree in Business Administration, Engineering, or a related field is highly preferred;