Operations

• Partner with business leaders in Operations to develop and communicate a clear vision for Operations, including future service models and technology needs.
• Partner with a technology leader in a “two-in-a-box” model to align operational priorities and outcomes in partnership with Program Management.
• Co-Own delivery of COAST program milestones, ensuring alignment with strategic objectives and timely execution.
• Regularly reassess and adjust program plans and timelines to meet evolving business needs.
• Champion service design using data and workforce planning to enable scalable operations.
• Drive transformation initiatives to reduce manual effort, increase speed, and improve customer and agent satisfaction.
• Ensure accountability for key KPIs and value metrics through data-driven insights.
• Build and lead high-performing, cross-functional teams focused on operational readiness of new technology capabilities, while ensuring adoption of new capabilities.
• Foster a culture of agility, engagement, and collaboration.
• Maintain comprehensive knowledge of the COAST program, including CBAs, KPIs, and operational impacts.
• Champion change management initiatives within Operations and Distribution to drive effective engagement and adoption of new processes and technologies.

AVP Operations Transformation

Client Operations, Servicing Associate