VP, Service Transformation – Process Engineering

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

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.

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.