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 capabilityBusiness ownership mindset with strong operational accountabilityClient-facing presence and relationship management skillsAbility to assess new business opportunities and translate business demand into operational modelsImplementation oversight and cross-functional execution capabilitySound judgment and effective decision-making under pressureDeep understanding of operational controls and risk awarenessDetail-oriented with disciplined documentation practicesStrong verbal and written communication skillsExecutive-level reporting and presentation capabilityCollaborative and stakeholder-focused approachStrong analytical and problem-solving skillsAbility to lead through incidents, escalations, and changeResults-oriented with a focus on service quality, client experience, and continuous improvementAbility to establish priorities and manage multiple competing demandsMaintains high standards for accuracy, accountability, and operational integrityRequirements:Bachelor’s degree in Business, Finance, Operations, Information Systems, or a related field, or equivalent practical 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.Strong experience in service delivery management, operational performance monitoring, KPI development, incident escalation, and production oversight.Demonstrated experience partnering with senior stakeholders and client-facing teams to support new business activity, implementations, and service delivery objectives.Experience building and leading teams in high-volume, deadline-driven operational environments.Experience performing trend analysis, root cause analysis, operational performance evaluations, and capacity planning.Strong understanding of controls-focused operating environments, including risk, compliance, documentation, records management, and audit readiness considerations.Proven ability to communicate effectively with clients, senior stakeholders, and cross-functional partners, and to translate operational issues into clear business impacts and action plans.Strong organizational skills with high attention to detail, documentation quality, and process discipline.Ability to manage multiple priorities and deliver high-quality work with appropriate urgency and oversight.Salary range: $145,000.00 to $190,000.00 depending upon experience.Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education.Please visit for more information on our comprehensive benefit offerings.We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates 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 everyone’s unique perspective.Use of AI in Hiring As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.US applicants: Click here to view the EEOC "Know Your Rights" poster.Disability AssistanceWe 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. If you need assistance or would like to request reasonable accommodations during the application and/or hiring process, please contact us at View phone number on click.appcast.io or by sending an email to View email address on click.appcast.io: Edgewood, NYType: Full time