Client Operations Manager - Vice President

Help shape the next phase of a shared services operating model focused on operational discipline, continuous improvement, and smarter ways of working. You will partner across operations, technology, and control functions to modernize processes and reduce manual effort. This role offers high visibility, meaningful impact, and the chance to turn strategy into measurable outcomes. If you enjoy solving complex problems and delivering practical transformation, we’d like to hear from you.

As a Client Operations Manager - Vice President within the Client Onboarding Services - Integration team, you will help advance a shared services operating model by driving optimization, automation, and continuous improvement. You will translate strategic priorities into scalable execution plans, strengthen production performance and resiliency, and improve transparency through metrics and reporting. You will work closely with cross-functional partners to deliver sustainable process and operating model improvements.

Job responsibilities:

• Advance the shared services operating model with a primary focus on optimization and automation
• Identify and execute opportunities to improve efficiency, strengthen controls, and reduce manual work
• Partner with production teams to improve end-to-end process performance, scalability, and service quality
• Lead continuous improvement initiatives through process redesign, workflow optimization, and automation enablement
• Support integrations and transitions into the shared services model, including readiness planning and stabilization
• Collaborate with business, operations, technology, and control partners to deliver practical, scalable solutions
• Develop business cases, implementation plans, and progress updates for senior stakeholders
• Define and monitor key performance indicators, productivity metrics, service levels, and operational health measures
• Improve resiliency through stronger governance, standardization, and clear operational routines
• Provide day-to-day advisory support to production leaders by converting strategic goals into actionable plans
• Promote a culture of innovation, accountability, collaboration, and continuous improvement

Required qualifications, capabilities and skills:

• 10 years of experience in operations, transformation, operational excellence, program management, or business management within financial services or a similarly complex environment
• Demonstrated experience leading cross-functional initiatives and delivering outcomes in a matrixed organization
• Working knowledge of process improvement methods, operating model design, controls, governance, and production management
• Proven ability to identify inefficiencies and implement scalable, sustainable solutions
• Experience supporting integration, optimization, automation, or transformation initiatives
• Strong written and verbal communication skills, including executive-ready updates and messaging
• Strong analytical skills with the ability to use data and metrics to support decision-making
• Strong organizational skills with the ability to manage multiple priorities and drive disciplined execution
• Ability to challenge the status quo constructively and influence stakeholders across functions

Preferred qualifications, capabilities and skills:

• Experience developing operational performance reporting, productivity measurement, and service management routines
• Experience supporting automation delivery in partnership with technology teams (for example: workflow tools or rules-based automation)
• Experience strengthening operational risk management practices through effective controls and governance
• Experience supporting production migrations, transitions, or operating model changes across multiple teams
• Experience building clear documentation, standards, and procedures that improve consistency and transparency
• Experience facilitating workshops to map processes, identify root causes, and align stakeholders on improvements
• Demonstrated ability to identify opportunities for AI and automation integration within operational workflows, including experience evaluating, implementing, or governing AI-driven solutions to achieve scalable process improvements and strategic objectives.