Hiring: Senior Director, ICWS Operations & Service Delivery Company: Broadridge Location: Edgewood, NY Job Posted Time: 2026-09-16 11:55:18 Target Skills & Keywords : AI, Quality Assurance, Root Cause Analysis, Six Sigma About the job Experience: •10+ years of experience in business operations, workflow operations, document imaging, production support, service delivery, or a related function. •5+ years of leadership experience with responsibility for managers, team leads, or large operational teams. Required Skills: •Serve as the business owner for ICWS Operations with overall accountability for operational strategy, service delivery, imaging workflows, production processing, exception management, quality oversight, retrieval support, archival-related operations, and alignment with broader business objectives. •Partner directly with clients, Sales, Account Management, and Business Strategy teams to assess, size, and support new business opportunities, including operational capacity, service requirements, implementation considerations, onboarding readiness, and potential risk impacts. •Provide leadership oversight for client implementations, service expansions, and significant business changes to ensure clear operating models, effective cross-functional coordination, operational readiness, appropriate resourcing, and successful transition into production support. •Represent ICWS Operations in client-facing discussions, business reviews, strategic planning activities, and senior leadership forums to communicate operational capabilities, address service considerations, manage escalations, and support business growth objectives. •Direct managers and operational leaders to ensure effective execution of business priorities, production schedules, staffing coverage, escalation protocols, service commitments, and adherence to established operating procedures. •Own operational performance against service level agreements, turnaround standards, productivity expectations, quality measures, and key risk indicators; monitor workflow volumes, backlogs, aging items, and exception trends to drive timely action and continuous service improvement. •Maintain a strong control environment by ensuring compliance with internal policies, regulatory requirements, records management standards, audit expectations, and document integrity controls across ICWS Operations. •Lead root cause analysis, corrective action planning, and remediation efforts related to operational failures, implementation challenges, control gaps, audit findings, service issues, and process breakdowns. Qualifications: •Bachelor’s degree in Business, Operations, Information Systems, Finance, or a related field; or equivalent practical experience. •Progressive experience in financial services, operations management, workflow processing, document imaging, production support, or another regulated operational environment. •Demonstrated experience serving in a business owner, operational owner, or senior service delivery leadership capacity. •Operational familiarity with process improvement methodologies such as Lean, Six Sigma, or similar operational excellence frameworks. •Exposure to workflow tools, imaging platforms, reporting tools, or operational dashboards that support processing oversight, capacity planning, and performance management. •Strong leadership and people management capability •Business ownership mindset with strong operational accountability •Client-facing presence and relationship management skills Compensation: •$145,000 - $190,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!