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Operations Director

Pittsburgh, Pennsylvania, United States

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. 

Compensation: 
The expected compensation is an estimate, and the final offer will depend on skills, experience, and other job-related factors.

Use of Artificial Intelligence (AI):
No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse applicant tracking system, which does not apply AI in these parts of the hiring process.

Vacancy Status:
This posting is for an existing vacancy.

Pay Range

$140,000 - $160,000 USD

WHAT WE OFFER

  • Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
  • Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
  • We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
  • Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
    • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

Applicants are prohibited from using real-time AI (Artificial Intelligence) tools, prompts, scripts, or real-time assistance (including but not limited to chatbots, AI-generated responses, or transcription-based tools) during any and all interviews over any forum or platform. 

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

To view our privacy policy, click on the link below: Data Privacy Statement

Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.

 

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