Technology Business Solutions (TBS) Director of Operations

SPS is seeking a dynamic leader ready to guide a major operational site through cultural and technological evolution, ensuring the operation is positioned as a model of innovation and operational excellence within SPS and the industry.

The Pittsburgh Director of Operations is responsible for overseeing the Document Processing Center operation ensuring that all departments work cohesively towards achieving strategic and contractual goals. This role requires a strong focus on process optimization, innovation, and leadership to drive operational excellence and ensure the gold-stand for customer experience. This role shapes the strategic direction of the Pittsburgh Center site by leading culture change, driving operational excellence, and implementing advanced technological transformations. This role requires a forward-thinking leader who can not only oversee daily operations but also champion initiatives that modernize processes and promote a high-performance, collaborative environment. This role will play a pivotal role in aligning the site’s goals with SPS’s broader vision and business strategy.

Key Responsibilities:

Strategic Leadership & Transformation:

• Establish and execute the broader TBS strategic vision for the Pittsburgh Document Processing Center site, focusing on enhancing efficiency, service quality, and profitability.
• Lead the transformation of the site by integrating advanced automation and digital technologies to streamline operations and drive long-term success.
• Partner with senior leadership to develop and implement strategic initiatives that align with SPS’s business objectives of operational efficiency and effectiveness and position the site for future growth.
• Challenges the status quo and is passionate about addressing manual workflows and optimizing through automation or digital strategies.
• Define key performance metrics and success criteria, ensuring all initiatives are aligned with broader organizational goals.
• Oversee multiple departments and ensure alignment with the company's long-term objectives.
• Lead cross-functional teams to achieve operational goals and objectives.
• Analyze operational data to identify trends, issues, and opportunities for improvement.
• Collaborate with senior leadership to develop and execute business strategies.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Manage budgets and resources to plan and optimize operational performance.

Technology Implementation & Optimization:

• Champion technological change by introducing innovative solutions that elevate the lockbox processing capabilities.
• Collaborate with senior leadership, internal IT and operational teams to develop and execute technical strategies, implementations, and optimization of new technology and automation systems.
• Continuously assess, identify and improve technological processes to enhance productivity, reduce errors, and increase operational agility.
• Provide training and support to ensure staff are proficient in utilizing new technologies and tools.
• Develop and implement technical strategies to meet organizational needs and objectives.
• Oversee technical teams and ensure they have the training and resources needed to perform their duties effectively.
• Stay up to date with emerging technologies and assess their relevance to the organization.
• Manage and optimize technical infrastructure, including hardware, software, and networks.
• Ensure compliance with technical standards and regulatory requirements.
• Foster a culture of continuous improvement and innovation within the technical teams.

Cultural Leadership & Change Management:

• Cultivate a modernized and inclusive workplace culture that values collaboration, continuous improvement, and accountability.
• Promote a mindset of resilience and adaptability among team members, equipping them to navigate through organizational and cultural changes.
• Develop strategies to enhance employee engagement and motivation, creating an environment where all team members can contribute to the success of the enterprise
• Lead, foster and demonstrate the SPS values of Clients First, Service Excellence and Innovation.

Operational Excellence & Risk Management:

• Oversee the day-to-day operations of the lockbox facility, ensuring workflows are optimized to meet service standards and operational targets.
• Lead from a perspective of “there is always a better solution” and regularly challenges models for improved results and customer experience.
• Uses data to guide sound business decisions to support business change.  Monitors and analyze operational metrics to identify trends, mitigate risks, and proactively address any issues that arise.
• Practices Gemba, Kaizen, Value Stream Mapping in addition to adopting other practices/disciplines to ensure operational excellence and continuous process improvement.
• Ensure compliance with company policies, industry regulations, and best practices to maintain operational integrity and security.

Team Leadership & Development:

• Provide mentorship and support to staff to ensure professional growth and development and foster a high-performance culture.
• Develop and implement talent development programs, supporting the professional growth and advancement of team members.
• Conduct regular performance evaluations, set clear expectations, and create individualized development plans for team members.

Client Engagement & Relationship Management:

• Serve as the primary point of contact for client interactions, ensuring their needs are met with customized solutions and high levels of service.
• Maintain strong relationships with internal and external stakeholders to support business growth and client satisfaction.
• Collaborate with clients to identify new opportunities for service enhancements that align with their business objectives.

Qualifications:

• Bachelor’s degree in business administration, Operations Management, Information Technology, or related field; MBA preferred.
• Minimum of 10 years leading teams in treasury services, cash management or financial services organizations.
• Minimum of 5 years of strategic leadership experience with demonstrated success in driving technological innovation and cultural change in an operations environment.
• Experience working in a BPO, Consulting, or Process Engineering is a plus.
• Evangelist of Lean Manufacturing or Six Sigma methodologies is a definite plus
• Proven leadership capabilities with a track record of executing strategic plans and leading complex transformations.
• Proven leadership skills with a track record of building and developing high-performing teams.
• Strong problem-solving, decision-making, and analytical skills to drive data-informed business decisions.
• Exceptional EQ, communication and interpersonal skills, with the ability to influence and inspire at all organizational levels.
• Experience managing technology-driven transformations and implementing process improvements in lockbox or financial services is a plus.
• Knowledge of industry regulations and compliance standards related to highly regulated environments, lockbox is a plus.

Travel: Some travel is required for this position. Approximately up to 25%. 

Other Duties: 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.