Senior Director of Service Excellence

Senior Director of Service Excellence, HPEFS North AmericaThis role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Job Description:

Position Summary

The Senior Director, Service Excellence Leader, North America, will lead end-to-end operations for HPE Financial Services’ (HPEFS) North American leasing business, overseeing lease origination, servicing, collections, portfolio administration, asset returns, customer delivery, and risk controls. Leading 60+ employees and supporting annual new leasing volume in excess of $2.5 billion, in addition to servicing a large existing lease base, this executive will manage operations for HPEFS’s largest customers and highest-value transactions while also partnering with HPEFS Digital and Process teams to modernize platforms, processes, and capabilities, defining the future-state operating model, improving customer and partner experiences, and maintaining business continuity through ongoing change.

Key Responsibilities

• Lead the North America Service Excellence organization and establish a high-performing, customer-focused operations culture.

• Provide accountability for the full leasing lifecycle, including lease origination, underwriting support, funding operations, contract administration, servicing, collections, portfolio management, and asset returns or remarketing.

• Oversee operational execution for HPEFS’s largest customers, strategic enterprise accounts, and highest-value financing transactions.

• Drive performance against key measures, including revenue, margin, financing volume, cost of delivery, customer satisfaction, operational quality, portfolio performance, asset returns, delinquency, and risk controls.

• Serve as an executive escalation point for complex operational, customer, portfolio, transaction, and service delivery issues.

• Partner with HPEFS Digital and Process teams, and other stakeholders, to lead the modernization of HPEFS operational platforms, processes, and capabilities across North America.

• Define and execute the future-state operating model for North American Service Excellence.

• Drive technology-enabled transformation, including system optimization, process redesign, automation, data quality, workflow improvements, user adoption, and change management.

• Partner with Digital, Process Excellence, Finance, Sales, Legal, and global business leaders to improve efficiency, scalability, controls, and customer experience.

• Lead the organization through system and process evolution while maintaining business continuity, operational performance, customer satisfaction, and employee engagement.

• Support the rollout and adoption of digital customer and partner platforms, transitioning stakeholders from manual processes to scalable, automated, and self-service experiences.

• Establish strong governance, operational metrics, process controls, continuous improvement practices, and compliance standards.

• Build effective relationships with customers, partners, vendors, and senior HPE stakeholders.

• Provide accurate forecasting, business reporting, budget planning, resource allocation, and performance reviews.

• Develop and deepen organizational capability through talent attraction, coaching, mentoring, succession planning, and leadership development.

• Represent North America in global leadership forums and promote consistent processes, tools, capabilities, and best practices across HPEFS.

Experience and Requirements

• Bachelor’s degree in Finance, Business, Economics, Operations, Accounting, or a related field required; advanced degree preferred. 

• Typically 15+ years of progressive leadership experience in equipment finance, leasing, captive finance, banking operations, commercial finance, or financial services operations.

• Experience in a global technology financing organization or supporting large-scale technology leasing transactions is highly preferred.

• Familiarity with large-scale equipment financing, technology financing, commercial leasing, asset management, and captive finance business models.

• Proven experience leading large, complex, and geographically distributed operational organizations.

• Experience managing large organizations and influencing significant revenue and operating results.

• Deep expertise across the leasing lifecycle, including origination, credit and underwriting support, funding, contract administration, servicing, collections, portfolio management, and asset returns or remarketing.

• Strong understanding of financing operations, leasing products, credit processes, customer onboarding, transaction execution, and operational controls within a regulated financial services environment.

• Experience driving adoption of new technologies, platforms, workflows, automation, or operating models across large organizations.

• Demonstrated ability to lead teams through significant organizational change while maintaining business performance and employee engagement.

• Track record of partnering effectively with Digital, Process Excellence, Finance, and business leadership teams.

• Experience managing high-volume, high-value customer portfolios, and strategic enterprise accounts.

• Strong understanding of operational metrics, process governance, continuous improvement, service delivery excellence, and risk management.

• Exceptional executive communication, relationship management, and influencing skills.

• Strong financial and business acumen, including experience with budgets, forecasts, margins, cost management, and performance reporting.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#unitedstates#executive, #hpefs

Job:

Services

Job Level:

DirectorThe expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
– United States of America: Annual Salary USD 161,000 - 389,500 in New Jersey
The listed salary range reflects base salary. Variable incentives may also be offered.

Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.