Director, Client Service Operations

About This Opportunity

We are representing a confidential financial services organization in their search for a Director of Client Service Operations. This is a strategic leadership role responsible for the oversight and optimization of processing functions within a government savings division. You will lead a large, multi-level team while driving operational excellence through process improvement, automation, and scalable solutions.

This position offers the opportunity to shape operational strategy by leveraging emerging technologies including RPA and AI to improve efficiency, accuracy, and client experience. You will be accountable for end-to-end KPI performance and will work closely with cross-functional partners to deliver high-quality service.

Responsibilities

• Provide strategic leadership and direction for operations, ensuring alignment with organizational goals and client expectations
• Drive process improvement, standardization, and operational optimization initiatives across all teams, including global partners
• Identify, prioritize, and implement automation opportunities leveraging RPA, AI, and other enabling technologies to enhance efficiency and scalability
• Maintain accountability for key operational KPIs including budget adherence, SLA performance, quality, productivity, and escalations
• Oversee transaction processing and client service activities across phone and processing teams
• Lead workforce planning efforts, including staffing models, capacity planning, and resource alignment across peak and non-peak periods
• Provide leadership, coaching, and development to managers and team leads, fostering a high-performance culture
• Partner with peer leaders to balance resources, share best practices, and drive consistency across operational functions
• Ensure effective governance of policies, procedures, and controls to maintain compliance with regulatory requirements
• Collaborate with technology, product, and business partners to enhance systems and improve operational workflows
• Lead escalation management, ensuring timely resolution and root cause analysis

What We're Looking For

• Bachelor's degree with 10+ years of professional experience
• 7+ years of leadership experience in financial services or operations management
• Demonstrated experience leading large, multi-level teams, including global or matrixed organizations
• Strong background in process improvement and continuous improvement methodologies (Lean, Six Sigma, or similar)
• Experience implementing or leveraging automation technologies such as RPA, AI, or workflow tools in an operations environment
• Proven ability to manage and drive performance against KPIs including budget, SLAs, quality, productivity, and client satisfaction
• Strong analytical, problem-solving, and decision-making capabilities with the ability to translate data into actionable insights
• Demonstrated technical aptitude and ability to partner effectively with technology teams
• Experience with workforce planning and capacity management in a high-volume environment
• Ability to operate effectively in a fast-paced, deadline-driven environment with flexibility during peak seasons
• Excellent leadership, communication, and stakeholder management skills
• Willingness to travel as needed for business and leadership development
• Knowledge of 529 savings plans preferred but not required

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your background and career goals. If there is a strong match, we will submit your profile to our client for consideration. Please do not contact the client directly, as all communication is managed through our recruiting team to ensure a professional and coordinated process.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to fostering an inclusive recruiting process. We evaluate all candidates based on qualifications and merit without regard to race, color, religion, sex, national origin, age, disability, or any other protected characteristic.