VP, Service Transformation – Process Engineering

Job Description: • 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 Apply tot his job