Senior Director, Finance Operations Optimization Lead

About the role

The Senior Director – Finance Ops Optimization lead is a pivotal leadership position responsible for driving continuous operational excellence, standardization, and transformation across global business functions (RTR, Payroll, P2P, OTC).

Responsibilities

• Optimization Leads / Global Process Ownership
  Service Catalogue Management:

  • Ensure a clear line of sight and detailed understanding of the service catalogue (L1-L4 taxonomy) for all respective functions.
  • Maintain comprehensive records of the current placement of activities across OUs, DTS, TCCC FH, and Genpact FH.
  • Regularly review and update the catalogue to reflect evolving business needs and opportunities for improvement.

• Process Standardization:

  • Lead the determination of global standard processes for each activity within the service catalogue, utilizing standard scoring methodology.
  • Conduct end-to-end value stream mapping for all activities, identifying inefficiencies and opportunities for optimization.
  • Champion the adoption of best-in-class practices and frameworks to ensure consistency, compliance, and operational excellence worldwide.

• Policy Governance & Risk Management

  • Standard Practices & Procedures:
  • Maintain a clear line of sight on Standard Practices and Procedures (SPP), ensuring they are current, relevant, and effectively communicated across the organization.
  • Oversee the Risk Control Matrix (RCM) for all operations, ensuring that risk mitigation strategies are robust and actionable.
  • Manage the Business Continuity Plan (BCP), ensuring operational resilience in the face of disruptions and crises.
  • Audit & Compliance:
  • Track open audit points and MAPS (Management Action Plans), driving timely and effective resolution.
  • Challenge and reassess any policy elements that are redundant or overly conservative, which may result in unnecessary manual work or inefficiency.
  • Lead initiatives to streamline, rewrite, or remove outdated policies, promoting a culture of continuous improvement and lean governance.

  • People & Organizational Management

    • Operational Team Oversight:
    • Maintain a comprehensive overview of the number and location of operations teams across TCCC, Genpact, contractors, and third-party vendors.
    • Monitor and analyze workforce allocation, ensuring optimal distribution and utilization of talent resources.
    • Foster an inclusive and collaborative culture across geographically dispersed teams, promoting knowledge sharing and professional growth.
    • Cost Management:
    • Track and manage the cost of operations by category: TCCC retained, Genpact, contractors, and other vendors.
    • Implement cost control measures and identify opportunities for cost optimization without compromising service quality.
    • Work with Finance to provide transparent reporting and accountability for operational expenditure.

    • Leadership & Strategic Partnership

      • Serve as a thought leader and trusted advisor to senior executives and functional heads, providing actionable insights and recommendations on operational optimization.
      • Establish and nurture strategic partnerships with internal stakeholders and external service providers to enable best practice sharing and joint innovation.
      • Represent the organization in global forums, industry conferences, and benchmarking initiatives, positioning it as a leader in operational excellence.

    Qualifications & Experience

    • Bachelor’s degree in Business Administration, Finance, Operations Management, Information Technology or related field; Master’s degree preferred.
    • Minimum of 15 years’ experience in operations, process optimization, or global business service management, with at least 5 years in a senior leadership role.
    • Demonstrated expertise in service catalogue management, process mapping, policy governance, risk management, and technology strategy.
    • Proven track record of leading large, cross-functional and multi-geographic teams with high impact.
    • Strong analytical and problem-solving abilities, with a focus on data-driven decision making.
    • Excellent communication, negotiation, and stakeholder management skills.
    • Experience with digital transformation initiatives, including RPA, IA, AI/Gen AI, and cloud technologies.
    • Ability to drive organizational change and foster a culture of innovation and continuous improvement.

    Key Competencies

    • Strategic Vision: Ability to see the big picture, anticipate future trends, and align operations to long-term business objectives.
    • Operational Excellence: Deep understanding of process optimization, standardization, and the practical implementation of global best practices.
    • Change Leadership: Capacity to lead change initiatives, influence stakeholders, and overcome resistance to new ways of working.
    • Tech Savvy: Up-to-date knowledge on emerging technologies and their application in operational settings.
    • Financial Acumen: Strong grasp of cost management, budget control, and value realization.
    • Collaboration & Influence: Skilled in building consensus, driving cross-functional collaboration, and managing complex stakeholder landscapes.
    • Risk & Resilience: Adept at identifying risks, developing mitigation strategies, and ensuring operational continuity.

    Career Development & Impact

    The Senior Director – Finance Ops Optimization role offers significant scope for personal and professional development. You will be at the heart of the organization’s transformation journey, shaping how global operations are delivered and experienced. Success in this role will be measured by your ability to unlock value, reduce operational friction, and create sustainable competitive advantage through operational excellence and innovation.

    Benefits

    • Pay Range: United States of America: 197,000 USD – 222,000 USD
    • Annual Incentive Reference Value Percentage: 50
    • Long-term Incentive Reference Value Percentage: 20
    • Relocation Provided: Yes