Operations

• Lead a performance Center of Excellence: Define, design, and implement the systems and playbooks for a standardized Operations performance management system, including frameworks for quality assurance, process adherence, and performance measurement, to institutionalize consistent and predictable operational excellence across all Ops teams.
• Establish clear metrics and standards of excellence: Partner with Operations leadership to define what “great” looks like for each function — including quality benchmarks, efficiency targets, and SLAs.
• Drive performance insights: Identify trends, root causes, and opportunities for improvement through data analysis, feedback loops, and structured operational reviews.
• Partner cross-functionally: Collaborate closely with team leaders to ensure performance frameworks are applied consistently and lead to measurable improvement.
• Support strategic initiatives: Partner with the Analytics & Workforce Optimization team to evaluate the impact of process changes and strategic initiatives on operational outcomes.
• Build and lead a high-performing team: Develop and mentor performance managers who bring structure, curiosity, and accountability to every engagement.

Associate Director, Operations Performance

Senior Mainframes Operations

Operations Coordinator

Team Operations Assistant – Mini-job (marginal employment)

IAM Operations Analyst

Operations Coordinator