Job Summary
The Director, Operations Strategy & Performance will lead the business side of the US CRM transformation for Operations Delivery while integrating performance, priorities, risks, and dependencies across Sales, Service, Billing, and Operations Support. This is a senior individual contributor role with no direct reports, responsible for executive decision support, cross-functional alignment, CRM readiness, adoption, and business benefits. Functional Directors retain ownership of their teams, budgets, processes, and delivery commitments, while the SVP retains executive accountability and major decision authority.
Key Responsibilities
• Lead the Operations Delivery business workstream for the US CRM transformation.
• Consolidate business requirements and drive cross-functional decisions and issue resolution.
• Coordinate CRM operating-model design, implementation readiness, training, adoption, and benefits tracking.
• Integrate operational performance, customer, financial, and risk insights into executive-ready reports and recommendations.
• Align strategic priorities with roadmaps, milestones, dependencies, and transformation initiatives.
• Facilitate leadership governance, track commitments, and escalate critical risks and decisions to the SVP.
• Collaborate with functional leaders, technology teams, and transformation stakeholders to ensure business outcomes.
Required Qualifications
• Senior experience in operations strategy, enterprise integration, or transformation within financial services, insurance, or another regulated industry.
• Proven experience leading the business side of a major CRM, digital, or technology transformation.
• Strong understanding of business requirements, operating-model design, implementation readiness, adoption, and benefits realization.
• Excellent executive communication, stakeholder management, analytical, and decision-making skills.
• Ability to influence senior leaders and drive cross-functional outcomes without direct authority.
