VP - Operations

Newark, NJ, United States

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Responsibilities:

The Head of BPO Client Management & Transformation plays a critical role in delivering a best-in-class service organization to internal and external stakeholders. In this position, you will be responsible for leading dynamic global teams focused on client relationship management, digital transformation, and data solutions. Role responsibilities include:

Client Management:

Manage a global team to deliver holistic strategic plans for all BPO clients (60+) to identify account-based goals and provide executive leadership with full understanding of the strengths, weaknesses, opportunities, and threats within the account.

Establish and maintain C-level relationships and introduce Broadridge to senior executives, and to develop and expand these relationships both horizontally and vertically within account. Build new relationships with executives who will decide/influence decisions on BR products.

Deliver client-focused service plans, in partnership with BPO Global Functional Heads, to drive client satisfaction and increase Net Promoter Scores.

Coordinate internal resources, including BPO Global Functional Heads, Sales Leaders, Account Management, Product Specialists, Legal and Finance personnel, and Broadridge Exec Mgt. to manage contractual obligations, contract renewals, client strategic initiatives, and help drive client retention and expanded growth opportunities.

Engage regularly to ensure effective teamwork across Broadridge in support of our clients’ business profiles.

Act as a primary senior point of contact for all Broadridge BPO related services issues, with the ability to develop realistic approaches to solving business problems while meeting client requirements. Improve the client experience by having the depth and breadth of knowledge about the account and their products/services to advocate on their behalf.

Oversee a standardized and consistent cadence and process of Client Governance Forums, including Business and Executive Relationship Committees. Drive the standard methodology around an executive level review of the account performance at the C-suite.

Drive client engagement through onsite visits and client outings to reinforce Broadridge presence in the account.

Liaise with industry professionals and organizations, such as SIFMA, to deliver thought leadership to our client base.

Engage with Marketing teams across Capital Markets, Asset Management, and Wealth Management to ideate and drive BPO brand awareness and marketing materials within Broadridge and the industry.

Transformation & Data Solutions:

Manage a global team that is responsible for driving organizational and digital transformation initiatives, including but not limited to:

the delivery of Artificial Intelligence / Machine Learning projects and BPO’s Robotic Process Automation program.

partnership with Broadridge Product and Innovation teams to define a pipeline of opportunities and deploy transformative solutions to mitigate risk and deliver efficiency and scale.

partner with vendor companies speciailizing in emerging technology to identify strategic use cases, manage proof-of-concepts, and deploy best solutions within budget.

partner with clients to ideate and solution front-to-back automation and workflow solutions to enhance the overall client experience.

Utilize Broadridge and client data to benchmark progress and deliver insights for business decision-making.

Attend, on behalf of Broadridge, industry forums on transformation and automation; drive Broadridge’s innovation leadership within the industry and utilize industry insights within the Broadridge’s transformation pipeline.

Qualifications:

Bachelor’s degree required

10+ years of Operations experience in Capital Markets / Financial Services, wealth management or asset mgmt. firms in either Run the Bank capacity or managing Client Relationships and Transformation initiatives

Solid understanding of Post Trade Processing platforms and services

Consistent track record of delivering results and managing budgets

Ability to effectively navigate and maintain relationships at senior levels within complex organizations

Outstanding communication, facilitation, and problem-solving skills

Highly effective negotiation skills

The ability to work in a fast-paced, high-pressure environment

Ability to travel (up to 20%)

Able to communicate effectively across many different cultures; sensitive to cultural differences in ways of doing business

Licenses preferred – Series 99, Series 7

Preferred Skills:

Experienced ability to communicate effectively with internal and external senior management

Excellent relationship building skills

Able to build and exceed highly visible goals

Strong leadership, mentorship, and collaboration skills

Ability to take a consultative sales approach to problem solving with prospective and current clients

Excellent presentation, written and oral communication skills

Ability to develop senior level relationships internally and externally

Strong analytical and organizational skills

Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, to take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.

We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates diversity in all its dimensions.

Disability Assistance

We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued, and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression, and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status, and other protected characteristics protected by applicable federal, state, or local laws. US applicants: Click here to view the "EEO is the Law" poster.

If you need assistance or would like to request reasonable accommodations during the application and/or hiring process, please contact us at 888-237-7769 or by sending an email to [email protected].

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