VP of Service managing operations, customer satisfaction, and business growth at NextGen Security. Leading service department operations and ensuring excellence across the West division.
About the role
- Program manager supporting strategic initiatives for client-facing service centers. Collaborating with cross-functional teams to enhance operational models in wealth management context.
Responsibilities
- This role will have responsibilities across business integration EWS with a focus on program management, analysis and implementation/execution.
- The individual will provide program management support for select strategic initiatives, specifically focusing on the optimization and target operating model build out of client-facing service centers.
- This role will coordinate across a multi-disciplinary team with a key focus on program delivery, risk monitoring, scope and management reporting.
- The individual will collaborate with partners in the business, technology and risk/control functions.
- Key responsibilities will include but will not be limited to the following:
- Conduct detailed business analysis to identify best practices, improve processing, mitigate risk, define current state and future state opportunities.
- Define business requirements and convey business needs to our business and technology stakeholders.
- Provide mechanisms to capture and monitor remediation of any potential risks. In addition, enable appropriate escalation of any item that may impact timely delivery or cause a change to the agreed scope of project.
- Create management reporting and updates regarding status of integration projects and efforts.
- Provide transparency to stakeholders into progress towards project goals.
- Ensure accurate and consistent reporting of activity, across all governance forums outside of direct control.
Requirements
- BS/BA degree required. Advanced degrees a plus.
- A minimum of 5-7 years of professional experience with process improvement, business analysis, product management and/or project management
- Professional experience in the financial services industry, Wealth Management, FinTech, or management consulting.
- Strong presentation skills, including ability to create polished PowerPoint presentations for various levels of management.
- Proven ability to manage delivery/execution of a wide range of tasks and initiatives.
- Proven experience developing partnerships with and successfully coordinating across various Business, Technology, Operations and Control partners and stakeholders.
- Ability to lead and influence cross-functional teams where there is no direct reporting chain.
- Strong written and verbal communications skills, ability to interact at all levels of the organization and tailor messages appropriately.
- Independent self-starter who can manage multiple activities to aggressive deadlines.
- Eagerness to learn the business and understand detailed requirements.
- Experience working with cross functional teams, including Operations, Technology, Legal, Risk and Compliance.
- Highly skilled in Microsoft Excel, PowerPoint, Word, Project, Visio and SharePoint.
- Experience in Operations and knowledge of call centers/IVR/telephony a plus.
Benefits
- Medical
- Prescription Drug
- Dental
- Vision
- Health Savings Account
- Dependent Day Care Savings Account
- Life Insurance
- Disability and Other Insurance Plans
- Paid Time Off (including Sick Leave consistent with state and local law, Parental Leave and X Vacation Days annually)
- 10 Paid Holidays
- 401(k)
- Short/Long Term Disability
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