Sr. Director-Service Delivery

  • 1717 Arch St. Suite 1300, Philadelphia, PA, us
  • Full-time

Company Description

Broadridge, a global fintech leader with over $9 billion in market capitalization, provides communications, technology, data and analytics solutions. We help drive business transformation for our clients with solutions for enriching client-engagement, navigating risk, optimizing efficiency and generating revenue growth.

Broadridge employs approximately 10,000 full-time associates globally with a significant presence in North America, Europe, and Asia. Please visit our website at www.broadridge.com to learn more.

Broadridge is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. Click here to view the -EEO is the Law- poster.

-Our Associates Matter.
Everyone Benefits from Diversity - Inclusion.
Diverse - Inclusive Teams Drive Growth.-

Job Description

As the Sr. Director-Service Delivery for our Corporate Issuer Solutions team, you will improve the shareholder and client service experiences delivered to our Issuer Clients to meet the on-going demand of new product introductions, existing product enhancements and our goal of 100% retention of our Issuer clients.


You will be responsible for development of new Client Services and Shareholder standards across the Issuer business.  The role will be responsible for evaluating the current client Issuer and Shareholder experiences, designing, developing, coordinating, delivering, and evaluating improvement programs on a range of topics. You will determine the most appropriate and effective instructional methods and perform administrative functions necessary to deliver and document training programs. In addition, you will assist in analyzing training and development needs for individuals and departments across the company.   You will report to the VP of Shareholder Services, with a dotted-line to the President of BCIS.   You will chair the Broadridge Corporate Issuer Solutions Quality Improvement Process Leadership Counsel (formerly the SIT). 


Specific Functions:  
 
1. Client Services Standards  Set the vision and client services delivery model for all Issuer clients across all Product lines  Communicate clear client services standards of client interaction:  skills that are required to excel in client services delivery and the tools and training needed to meet these new requirements.  Measure manage and monitor the client services’ team interactions with all Issuer clients to ensure we are meeting the new standards developed

 2. Quality Improvement Process Zealot  Become an expert in the BCIS Quality Improvement Process  Lead specific Quality Improvement Process initiatives including identifying the Price of Non-Conformance in all areas of BICS  Work with leaders of the BCIS Management Team to identify areas for process improvement  Support quality improvement initiatives and consider technology or process-change solutions to quality issues  Chair the QIP Leadership Council 
 
3. Shareholder Experience  Develop and approve content for skills and knowledge-based training classes to meet client requirements (technical and skills-based content)  Assesses training needs of call center agents; develops and delivers (as needed) training materials and/or manages a team of trainers who delivery content required.  Management, support and oversight of training plans and curriculum  Interact, monitor and report on training environment, successes and opportunities for development.   Develop and oversee vendor Call Center Trainers/Training Facilitators  Interacts with all areas of the business on services and procedures to ensure current training is up to date at all times  Provides reporting on effectiveness, progress and improvements 
 
4. Process Documentation   Manage documentation of new or existing Call Center processes and procedures  Manage distribution of new materials or updates to existing materials, including communication to Call Center staff  Implement Standard Operational Procedures for call center processes and activities 
 
5. Call Center SharePoint Administration  Maintain and develop SharePoint site  Utilize informal contacts with call center agents and support staff to determine development requirements and direction  Oversee and make updates to the site for time-critical events  Ensure retention requirements for call center materials housed on SharePoint are followed 
 
6. Project Management  Support Call Center projects and initiatives  
 
7. Travel Requirement  50% of time + depending on where the incumbent lives 

Preferred Qualifications:  
 A BA/BS or equivalent work experience is required.  

 10 + years of client services and relationship management experience  

 Ability to develop and deliver instructional programs and/or manage teams of professional trainers to meet the demands of a changing business 

 5+ years experience in a commercial or in-house Transfer Agency or similar organization in TA industry 

 Working knowledge of contact centers and process documentation 


Skills/Competencies:  
 Exceptional Client Services and Relationship Management Skills 
 Excellent verbal, written, and presentation skills.  
 A deep understanding of the tools of Quality Improvement Processes or Six Sigma 
 Knowledge of existing and emerging training methods and tools 
 Strong PC Skills in MS Office programs 
 Strong analytical and problem solving skills 
 Ability to work with clients and 3rd party vendors for implementations  
 Ability to work independently and make sound decisions while meeting time sensitive deadlines 
 Must be able to adapt quickly to project/team scope changes 
 Intermediate HTML and CSS programming  
 Ability to design and implement pages and interfaces in SharePoint, develop web parts, and templates 

Qualifications

Preferred Qualifications:  
 A BA/BS or equivalent work experience is required.  

 10 + years of client services and relationship management experience  

 Ability to develop and deliver instructional programs and/or manage teams of professional trainers to meet the demands of a changing business 

 5+ years experience in a commercial or in-house Transfer Agency or similar organization in TA industry 

 Working knowledge of contact centers and process documentation 


Skills/Competencies:  
 Exceptional Client Services and Relationship Management Skills 
 Excellent verbal, written, and presentation skills.  
 A deep understanding of the tools of Quality Improvement Processes or Six Sigma 
 Knowledge of existing and emerging training methods and tools 
 Strong PC Skills in MS Office programs 
 Strong analytical and problem solving skills 
 Ability to work with clients and 3rd party vendors for implementations  
 Ability to work independently and make sound decisions while meeting time sensitive deadlines 
 Must be able to adapt quickly to project/team scope changes 
 Intermediate HTML and CSS programming  
 Ability to design and implement pages and interfaces in SharePoint, develop web parts, and templates 

Additional Information

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