Vice President of Operational Excellence

2 weeks ago

Newark, New Jersey, United States Broadridge Full time
About Broadridge:

At Broadridge, we have cultivated a culture that prioritizes empowering individuals to achieve greater success. If you are enthusiastic about advancing your career while supporting others, we invite you to explore opportunities with our team.


Key Responsibilities:

The Vice President of Operational Excellence is pivotal in providing exceptional service to both internal and external stakeholders.

In this role, you will lead diverse global teams dedicated to client relationship management, digital innovation, and data-driven solutions.


Client Relationship Management:

Oversee a global team to create comprehensive strategic plans for over 60 BPO clients, identifying account-specific objectives and offering executive leadership insights into account strengths, weaknesses, opportunities, and threats.

Establish and nurture relationships with C-level executives, introducing Broadridge to senior leaders and expanding these connections both horizontally and vertically within the organization.

Develop new relationships with decision-makers who influence the adoption of Broadridge products.

Implement client-centric service strategies in collaboration with BPO Global Functional Heads to enhance client satisfaction and improve Net Promoter Scores.

Coordinate internal resources, including BPO Global Functional Heads, Sales Leaders, Account Management, Product Specialists, Legal, and Finance teams, to manage contractual commitments, renewals, strategic initiatives, and drive client retention and growth.

Engage regularly to ensure effective collaboration across Broadridge in support of our clients' business needs.

Act as the primary senior contact for all BPO-related service issues, capable of devising practical solutions to business challenges while meeting client expectations.

Enhance the client experience by possessing in-depth knowledge of accounts and their products/services to advocate effectively on their behalf.

Oversee a standardized process for Client Governance Forums, including Business and Executive Relationship Committees, and drive best practices for executive-level reviews of account performance.

Foster client engagement through onsite visits and client events to reinforce Broadridge's presence within accounts.

Collaborate with industry professionals and organizations to deliver thought leadership to our clients.

Work with Marketing teams across Capital Markets, Asset Management, and Wealth Management to enhance BPO brand visibility and develop marketing materials within Broadridge and the broader industry.


Transformation & Data Solutions:

Lead a global team responsible for driving organizational and digital transformation initiatives, including the implementation of Artificial Intelligence / Machine Learning projects and BPO's Robotic Process Automation program.

Collaborate with Broadridge Product and Innovation teams to identify opportunities and deploy transformative solutions that mitigate risks and enhance efficiency.

Partner with technology vendors to identify strategic use cases, manage proof-of-concept projects, and implement optimal solutions within budget.

Work with clients to develop front-to-back automation and workflow solutions that improve the overall client experience.

Utilize Broadridge and client data to benchmark progress and provide insights for informed business decision-making.

Represent Broadridge at industry forums focused on transformation and automation, driving our innovation leadership and leveraging industry insights in our transformation initiatives.


Qualifications:
  • Bachelor's degree required
  • 10+ years of experience in Operations within Capital Markets / Financial Services, wealth management, or asset management, focusing on Client Relationships and Transformation initiatives
  • Strong understanding of Post Trade Processing platforms and services
  • Proven track record of delivering results and managing budgets
  • Ability to navigate and maintain relationships at senior levels within complex organizations
  • Exceptional communication, facilitation, and problem-solving skills
  • Strong negotiation abilities
  • Capacity to thrive in a fast-paced, high-pressure environment
  • Willingness to travel (up to 20%)
  • Effective communication across diverse cultures, with sensitivity to cultural differences in business practices
  • Preferred licenses: Series 99, Series 7

Preferred Skills:
  • Proven ability to communicate effectively with senior management, both internally and externally
  • Excellent relationship-building capabilities
  • Track record of exceeding high-profile goals
  • Strong leadership, mentorship, and collaboration skills
  • Consultative sales approach to problem-solving with clients
  • Outstanding presentation, written, and verbal communication skills
  • Adept at developing senior-level relationships
  • Strong analytical and organizational skills

Broadridge is committed to fostering a diverse, equitable, and inclusive workplace, empowering associates to be authentic and perform at their best. We believe that our associates can only excel when they feel safe, understood, and valued. Our dedication to diversity in all its forms is integral to our success.

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