Director, Client Operations
About The Position
The Director, Client Operations provides strategic and operational leadership for the Client Operations function, ensuring the successful delivery of client reporting, reconciliation, payment support, and operational services. This role partners closely with the SVP, Business Operations to establish priorities, drive operational excellence, and develop scalable solutions that support evolving business needs. Working across Client Strategy, Investment, Operations, Client Finance, and agency leadership, the Director fosters cross-functional alignment, strengthens governance, and leads initiatives that improve efficiency, accuracy, and collaboration. The Director is responsible for building a high-performing organization that delivers consistent operational results while continuously enhancing processes and service delivery.
Requirements
- Strategic and operational leadership experience.
- Experience in client reporting, reconciliation, and payment support.
- Ability to partner with various departments including Client Strategy, Investment, Operations, and Client Finance.
- Experience in identifying operational risks and resolving complex issues.
- Proven ability to develop and implement scalable processes and governance frameworks.
- Experience in driving continuous improvement initiatives.
- Strong understanding of workload and resource capacity management.
- Leadership experience in organizational change.
- Ability to foster a culture of accountability, collaboration, innovation, and continuous improvement.
Responsibilities
- Partner with the SVP, Business Operations to define and execute the strategic priorities of the Client Operations function.
- Lead and develop the Client Operations team, establishing clear priorities, goals, and performance expectations.
- Oversee the delivery of client savings reporting, reconciliation activities, payment support, and other operational services.
- Build strong partnerships with Client Strategy, Investment, Operations, Client Finance, and agency leadership to improve cross-functional collaboration and execution.
- Identify operational risks, resolve complex issues, and drive alignment across multiple stakeholders.
- Develop and implement scalable processes, governance frameworks, and performance metrics that improve operational effectiveness.
- Champion continuous improvement initiatives, including process optimization, automation, and standardization.
- Monitor workload, resource capacity, and business priorities to ensure timely and accurate delivery of operational commitments.
- Provide leadership on strategic initiatives and organizational change that enhance the effectiveness of the Client Operations function.
- Foster a culture of accountability, collaboration, innovation, and continuous improvement.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
