Senior Director, ICWS Operations & Service Delivery

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. Job Responsibilities: 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. Drive continuous improvement initiatives that enhance efficiency, throughput, accuracy, scalability, client experience, and resiliency through workflow optimization, standardization, automation, and improved operating discipline. Partner with Technology, Infrastructure, and Application Support teams on system changes, upgrades, incident prevention, production readiness, workflow enhancements, and operational support needs. Establish and maintain business continuity, contingency, recovery procedures, staffing models, and capacity plans to support pipeline activity, changing business demand, client commitments, and long-term operational scalability. Develop executive-ready reporting and support governance, audit, risk, compliance, workforce planning, coaching, and succession activities to build a high-performing, accountable, client-focused, and service-oriented operations organization. Preferred 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. Experience leading high-volume operational teams with direct responsibility for managers and/or team leaders. Demonstrated experience serving in a business owner, operational owner, or senior service delivery leadership capacity. Experience partnering directly with clients and client-facing teams, including Sales, Account Management, Implementation, or Business Strategy partners. Experience leading client implementations, onboarding activities, service expansions, or significant business change initiatives. Experience supporting quality assurance, operational controls, service delivery, incident management, and continuous improvement initiatives. Familiarity with process improvement methodologies such as Lean, Six Sigma, or similar operational excellence frameworks. Experience working with business, technology, risk, compliance, and audit partners in a controlled environment. Exposure to workflow tools, imaging platforms, reporting tools, or operational dashboards that support processing oversight, capacity planning, and performance management. Experience leading operational transformation, workflow automation, or resiliency-related initiatives preferred. Skills/Competencies: Strong leadership and people management capability Business ownership mindset with strong operational accountability Client-facing presence and relationship management skills Ability to assess new business opportunities and translate business demand into operational models Implementation oversight and cross-functional execution capability Sound judgment and effective decision-making under pressure Deep understanding of operational controls and risk awareness Detail-oriented with disciplined documentation practices Strong verbal and written communication skills Executive-level reporting and presentation capability Collaborative and stakeholder-focused approach Strong analytical and problem-solving skills Ability to lead through incidents, escalations, and change Results-oriented with a focus on service quality, client experience, and continuous improvement Ability to establish priorities and manage multiple competing demands Maintains high standards for accuracy, accountability, and operational integrity Requirements: Bachelor’s degree in Business, Finance, Operations, Information Systems, or a related field, or equivalent practical experience. 10+ years of experience in business operat