Managing Director overseeing Transfer Agency, Fund Order Services, and Data Operations in Poland. Leading multi - disciplinary teams and ensuring operational excellence within financial services.
TS
Onsite Senior Director, Customer Operations & Support
Posted 1 hour ago
About the role
- Senior Director, Customer Operations & Support managing global customer operations and support initiatives for BPG. Driving excellence in customer experience and operational processes across multiple regions and sites.
Responsibilities
- Lead global, cross-functional management of BPG orders across sites/regions, ensuring responsive and reliable execution
- Drive excellence in core operational motions: quoting, order entry, order management, and customer support
- Coordinate across commercial, operations, supply chain, and other partners to remove obstacles and keep customers informed
- Set and execute strategy to optimize the inquiry-to-delivery experience
- Improve productivity and service levels by harmonizing processes and systems—without compromising quality or responsiveness
- Champion digitization, AI, and automation opportunities that enhance customer experience and commercial effectiveness
- Define global success metrics and operating cadence; monitor performance and lead corrective actions using KPI rigor (e.g., RCCA)
- Deliver ad hoc analysis and quarterly performance reporting that informs leadership decisions
Requirements
- Bachelor’s degree in an analytical field (operations management, engineering, sciences, business, finance) or equivalent experience
- 10+ years in customer experience/customer operations leadership, including 4+ years with ERP/CRM and forecasting; understanding of how these connect to OTR, revenue recognition, contractual fulfillment, and SIOP
- Demonstrated success leading global teams and large-scale organizational change in complex environments
- Proven experience integrating and harmonizing business processes across functions/regions
- Strong analytical, organizational, and communication skills; high competence in MS Office tools
- Strong customer issue resolution and problem-solving track record
- Ability to operate effectively in a matrixed, complex organization
- Ability to travel up to 25%+- Internationally and Domestically
Benefits
- A choice of national medical and dental plans, and a national vision plan, including health incentive programs
- Employee assistance and family support programs, including commuter benefits and tuition reimbursement
- At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
- Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
- Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
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