Senior Program Manager, Business Operations

About the role

As a Senior Program Manager, Business Operations, you will drive organizational performance by translating business priorities into actionable insights, measurable outcomes, and effective execution. This role is responsible for improving operational effectiveness through business intelligence, performance management, workforce planning, process optimization, technology enablement, and cross-functional coordination. You will partner across Operations, Finance, Technology, Product, Data, and Client Experience to identify opportunities, measure results, support strategic initiatives, and improve organizational effectiveness. Success in this role requires a strong understanding of financial services industry operations, data analytics, business performance management, and the ability to connect operational performance with business outcomes.

Responsibilities

• Develop and maintain operational performance scorecards, executive dashboards, KPI reporting frameworks, and business reviews.
• Analyze operational, financial, client experience, and workforce data to identify trends, opportunities, risks, and recommendations.
• Support monthly, quarterly, and annual business reviews through actionable insights and performance analysis.
• Establish frameworks to measure initiative success and track realized business outcomes.
• Identify opportunities to improve scalability, productivity, quality, client satisfaction, and operational performance.
• Develop business cases, operational models, and analyses that support leadership decision-making related to growth, profitability, scalability, and client experience.
• Evaluate emerging technologies and identify practical opportunities to improve how work is performed across Operations.
• Support the evaluation, prioritization, and measurement of AI, automation, analytics, and technology investments while tracking realized business outcomes.
• Identify, quantify, and track productivity improvements, capacity creation, cost savings, and operational efficiency opportunities across Operations.
• Assist with annual planning, forecasting, workforce planning, capacity modeling, and resource optimization activities.
• Facilitate operational governance processes, monitor progress against priorities, and provide visibility into initiative performance.
• Lead complex cross-functional initiatives across Operations, Product, Technology, Finance, Data, and Client Experience.
• Develop executive-level presentations, recommendations, and decision-support materials.
• Proactively