VP, Service Transformation – Process Engineering
Ren
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- 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.
Requirements
- 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.
Benefits
- Health insurance
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
process engineeringtransformation initiativesservice delivery strategyautomationself-servicechange managementsuccess metricsdata-driven executioncross-functional executionenterprise operating model design
Soft Skills
leadershipclient experienceaccountabilitycommunicationinsightorganizational skillscollaborationproblem-solvingstrategic thinkingcontinuous improvement
Certifications
Bachelor's degreeadvanced degree