Client Operations Manager - Vice President

Make an impact at scale by leading a global team that helps clients get up and running quickly and reliably. In this role, you will drive day-to-day service delivery while strengthening controls and improving the end-to-end experience. You will partner closely with product, technology, and operations stakeholders to simplify workflows and reduce inefficiency. You will develop leaders and build a culture of accountability and continuous improvement. Join a team where operational excellence and client outcomes go hand in hand.

As a Fulfillment operations lead within the Client Onboarding & Services, you will lead global fulfillment teams responsible for client onboarding, access provisioning, product setup, and ongoing maintenance across digital access and payment servicing platforms. You will balance service, risk, quality, and productivity priorities while driving process improvements and automation that improve client outcomes. You will provide transparent performance reporting, resolve operational issues through strong partnerships, and build a high-performing, engaged team.

Job responsibilities:

• Lead day-to-day fulfillment operations across multiple products and servicing platforms to deliver consistent, high-quality outcomes.
• Manage and develop people leaders and teams across multiple locations to ensure standard work and operating discipline.
• Monitor cycle times, quality, productivity, and client experience measures; identify trends and implement corrective actions.
• Reduce rejects, rework, hand-offs, and manual effort by simplifying workflows and eliminating root causes.
• Implement process improvements that strengthen controls while improving execution efficiency and client experience.
• Ensure service levels, operational commitments, and documented operating standards are consistently achieved.
• Identify, prioritize, and deliver automation and workflow opportunities in partnership with technology and transformation teams.
• Support adoption of workflow tools, automation solutions, AI-assisted capabilities, and reporting enhancements where approved and appropriate.
• Maintain a strong control environment by adhering to policies, procedures, and operational standards; escalate issues as needed.
• Support audits, reviews, and control-related activities by preparing documentation, evidence, and remediation plans as required.

Required qualifications, capabilities and skills:

• 10 years of experience leading operational fulfillment, onboarding, access provisioning, or service delivery work in a high-volume environment.
• At least 5 years of experience managing people leaders and/or multi-site teams with measurable performance accountability.
• Demonstrated ability to manage competing priorities across service, risk, quality, and productivity expectations.
• Proven experience using operational metrics to diagnose performance issues and drive measurable improvements (e.g., cycle time, quality, rework).
• Experience designing and implementing standard operating procedures and control-focused process changes.
• Demonstrated ability to identify operational risks and implement practical mitigations within established policies and procedures.
• Strong stakeholder management skills, including partnering with product and technology teams to resolve issues and improve processes.
• Effective written and verbal communication skills, including ability to provide clear updates to senior stakeholders.

Preferred qualifications, capabilities and skills:

• Experience leading workflow redesign, automation initiatives, or digitization efforts in an operations environment.
• Experience improving onboarding and access provisioning journeys for digital platforms or payments-related services.
• Exposure to industry payment rails and concepts (e.g., ACH) and related operational servicing processes.
• Familiarity with continuous improvement methods (e.g., Lean) and structured problem-solving approaches.
• Experience building reporting and performance insights that translate data into actions and outcomes.
• Experience leading cross-functional initiatives across operations, product, and technology teams.
• Demonstrated ability to identify opportunities for AI and automation integration within operational workflows, including experience evaluating, implementing, or governing AI-driven solutions to achieve scalable process improvements and strategic objectives.