Senior Service Delivery Specialist

About the role

This role improves branch operations by identifying operational inefficiencies and leading initiatives that enhance service delivery, operational effectiveness, and member experience. The position partners closely with branch leaders and enterprise stakeholders to design, implement, and optimize cross-functional solutions that align with organizational priorities and frontline needs. Working across systems, processes, vendor partnerships, and operational practices, the role drives improvements that increase efficiency, reduce risk, and strengthen frontline capability. Through disciplined execution, performance monitoring, and adoption support, this role advances consistent operating practices and delivers measurable improvements in member and employee outcomes.

Responsibilities

• Lead cross-functional branch operations initiatives from current-state assessment through implementation, delivering improvements that enhance efficiency, simplify processes, and improve member and employee experiences.
• Develop business cases, recommendations, and implementation plans for branch operations initiatives, ensuring alignment with organizational priorities, operational effectiveness, and member impact.
• Communicate initiative objectives, risks, progress, and recommendations to stakeholders and leaders through structured, decision-ready updates.
• Identify root causes of operational inefficiencies and implement scalable solutions that improve branch processes, service delivery, and operational performance.
• Manage and prioritize branch operations work through structured intake, tracking, and escalation processes, leveraging tools such as Jira, Confluence, and Pega to maintain visibility and accountability.
• Coordinate execution across branch teams, Shared Services, IT, vendor partners, and enterprise stakeholders to ensure successful delivery of operational initiatives.
• Lead branch systems initiatives, including implementations, enhancements, issue resolution, and ongoing optimization efforts in partnership with Technology teams.
• Partner with Vendor Management and business partners to support vendor performance monitoring, issue resolution, and operational effectiveness.
• Support branch operations budgeting activities, including forecasting inputs, expense tracking, and reconciliation against approved plans.
• Monitor initiative performance, adoption, and operational outcomes, identifying opportunities for continuous improvement and sustained value realization.
• Provide advanced operational support during branch incidents, service disruptions, and operational events, coordinating communication, issue resolution, and follow-through activities.
• Oversee branch services intake, triage, and work prioritization processes to align operational demand with organizational priorities and available capacity.
• Embed regulatory, risk, and control requirements into operational processes to support compliance, resilience, and sustainable growth within a regulated environment.

Requirements

• Bachelor’s degree in a field relevant to the role (or 4 additional years of relevant experience in lieu of a degree).
• 4–6 years of relevant experience.

Skills

• Demonstrated ability to lead operational improvement initiatives that enhance service delivery, employee readiness, and operational efficiency within branch, contact center, or related service environments.
• Proven track record of delivering complex cross-functional initiatives and achieving measurable improvements in operational, service, or member experience outcomes.
• Strong understanding of retail banking operations, branch systems, or service delivery environments, with experience supporting process optimization, operational effectiveness, and frontline enablement.
• Demonstrated ability to partner effectively with cross-functional stakeholders and influence outcomes without direct authority.
• Experience using project and work management tools such as Jira, Confluence, Pega, or similar platforms to coordinate, track, and execute initiatives.
• Strong written and verbal communication skills, with the ability to translate complex operational issues into clear, actionable recommendations for leaders and frontline teams.
• Data-driven mindset with experience using operational metrics, performance reporting, and trend analysis to identify opportunities and support decision-making.
• Strong analytical and problem-solving skills, including experience conducting root cause analysis and driving continuous improvement efforts.
• Ability to manage multiple initiatives and competing priorities in a dynamic, fast-paced environment while maintaining attention to detail and execution quality.
• Experience in financial services, retail banking, or other regulated industries preferred.

Location

Marlboro or Chelmsford, MA

Pay

Target compensation: $83,000 – $99,500 annually

Schedule

Monday – Friday, 8:00 AM – 5:00 PM

Benefits

• Traditional medical, dental, and vision coverage.
• Generous 401(k) match.
• Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually.
• Paid federal holidays.
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria).