Director, Client Operations

This senior leadership role is responsible for overseeing a broad range of client and operational services within a regulated financial services environment. The successful candidate will lead teams that handle day-to-day administration, contact center activity, issue escalation, reporting, and service recovery, with a strong focus on accuracy, compliance, and an excellent client experience. In this position, you will shape and improve operating models, streamline workflows, strengthen controls, and help ensure services are scalable and efficient as business needs change. You will also manage workload prioritization, staffing plans, and resource allocation to support service commitments and varying volumes. A key part of the role is people leadership. You will coach and support managers and supervisors, build accountability, support talent growth, and contribute to succession planning. You will also track performance against service, quality, productivity, and cost targets, then use those insights to drive improvements. The role requires strong experience in operational leadership, risk awareness, and regulatory compliance. You should be comfortable working with internal partners, technology teams, and external vendors to support stable service delivery and operational change. Budget management, continuous improvement, and readiness for audits or continuity events are also important aspects of the position.