Senior Director, ICWS Operations & Service Delivery

Broadridge Financial Solutions; Edgewood (NY); On-site; USD 145,000 - 190,000; Full time

Job summary

Broadridge Financial Solutions seeks an ICWS Operations leader to own strategy, service delivery, and capacity planning. You will partner with Sales, Account Management, and Strategy to size opportunities and ensure operational readiness and disciplined execution across imaging, production, and archive workflows.

You will lead managers and senior leaders, drive improvements, and ensure adherence to controls, risk, and audit requirements to support business growth and client success.

Qualifications

• Bachelor’s degree in Business, Operations, Information Systems, or related field or equivalent.
• 10+ years in business operations, workflow operations, document imaging, or related function.
• 5+ years of leadership experience managing managers or large teams.
• Experience partnering with senior stakeholders and client-facing teams to support new business activity.

Responsibilities

• Own operational performance against SLAs, turnaround, quality, and risk indicators.
• Lead cross-functional teams to ensure production readiness and staffing coverage.
• Represent ICWS Operations in client discussions and governance meetings.
• Drive continuous improvement through process optimization and automation where applicable.

Skills

Leadership

Operational accountability

Client-facing

Decision-making

Cross-functional collaboration

Risk awareness

Documentation discipline

Execution leadership

Education

Bachelor’s degree in Business/Operations

Tools

Imaging platforms

Reporting tools

Workflow tools

Job description

Job Summary

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 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 quality, 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

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 www.broadridgebenefits.com 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.

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.

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 [e-mail].

Broadridge Financial Solutions (NYSE: BR) is a global technology leader with trusted expertise and transformative technology, helping clients and the financial services industry operate, innovate, and grow. We power investing, governance, and communications for our clients – driving operational resiliency, elevating business performance, and transforming investor experiences. Our technology and operations platforms process and generate over 7 billion communications annually and underpin the daily average trading of over $15 trillion in equities, fixed income, and other securities globally. A certified Great Place to Work®, Broadridge is part of the S&P 500® Index, employing over 15,000 associates in 21 countries.

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Broadridge is committed to creating an engaging workplace for the most talented associates in our industry. We are dedicated to fostering a collaborative, inclusive, and healthy environment that promotes flexibility and accountability. As a leading provider of technology, communications, and data and analytics solutions to businesses around the world, it is critical that we understand, embrace, and operate in a multicultural environment. Every associate has unique strengths, which, when fully appreciated and embraced, allow individuals to perform at their best, leading to our success. We believe that our associates are our most important asset. Encouraging professional development opportunities is a core part of our culture. Broadridge provides educational opportunities, including formal classes, training programs and events. To enable learning in our hybrid working model, Broadridge has redesigned all development programs for 100% virtual delivery. Our associates have access to 8,500+ online courses covering business, leadership, technical, and function‑specific topics through our LinkedIn Learning program.