Senior Director, Operations

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.

The Opportunity:

The Senior Director, Operations is responsible for leading and driving the daily operations, full P&L responsibility, setting the strategic direction, and managing all aspects of business planning for a specific geographic region of ECI clients. The primary responsibilities include leading and managing all operational activities, providing strategic and operational leadership, and associated support functions. This role will work closely with both direct and matrixed leadership teams to ensure that financial and growth objectives are met and support the overall organization's vision, standards, and priorities. This role is pivotal in driving the firm's success by providing leadership, direction, and an environment that fosters professional growth and client satisfaction.

Hybrid role, 3 days/week in the Boston office with regular, recurring in region (MA, PA, NH, CT) travel to drive client engagement.

What you will do:

• Develop and execute the company's business strategies to ensure alignment with short-term and long-term objectives.

• Provide strategic advice to the board and Chairperson, offering a keen insight into the market dynamics and the company's future.

• Prepare and implement comprehensive business plans to facilitate achievement through cost-effective operations and strategic market development activities.

• Ensure adherence to company policies and legal guidelines, communicating them effectively throughout the organization.

• Foster trust relationships with clients, stakeholders, and regulatory authorities.

• Delegate responsibilities and supervise the work of senior executives, promoting a culture of high performance and continuous improvement.

• Analyze complex business situations and take decisive actions to ensure the company's growth and sustainability.

• Develop, execute, and manage regional strategic and operations plans in alignment with ECI's mission and goals to advance ECI's business objectives, drive customer excellence, increase revenue, profitability, and growth.

• Identify and develop possibilities for future business growth.

• Direct activities of the region, setting direction and strategy to achieve growth and profitability objectives and support the achievement of ECI's financial metrics and goals.

• Full P&L responsibility for the assigned region inclusive of developing budgets and setting revenue goals.

• Provide leadership, guidance, and direction to senior management and direct reports.

• Regularly update the executive leadership team on KPI's and milestone achievements against strategic initiatives through a defined cadence of reporting and presentations.

• Develop short and long-term plans for the organization including critical headcount identification, new product development and technology road mapping, operational investments, and achievement of profit plan.

• Monitor and analyze key metrics, customer feedback, and direct observations so that data-driven decisions are at the foundation of business decisions.

• Measure productivity through analysis of performance and financial data to achieve productivity gains and manage budget to ensure operational and financial goals are met.

• Collaborate with cross-functional leadership teams to ensure alignment and assess opportunities regularly to identify strengths, opportunities, weaknesses, and threats.

• Stay informed of market and customer trends to anticipate developments and plan accordingly.

• Ensure customer satisfaction, high levels of service and promote continuous improvement efforts to drive repeated business and customer loyalty.

• Effectively build a high-potential leadership team and organization capability.

• Effectively collaborate across functions (working in the matrix) to build joint objectives to reach regional goals.

• Responsible for portfolio feedback and improvement to ECI solutions

• Drive cash flow conversion continuous improvement.

• Drive employee engagement and foster an environment where team members can thrive and are accountable for delivering exceptional technology and customer service.

• Travel in region to drive client engagement up.

Who you are:

• A bachelor's degree in a related field. Master's degree preferred.

• Minimum of 10 years of experience with progressive levels of accountability and responsibility in MSP and/or related industry and support functions.

• Minimum of 7 years of managerial experience (including leader of leaders).

• Highly motivational management and leadership skills to create a high performing team.

• Process improvement and performance optimization experience. Six Sigma certification a plus.

• Executive presence and demonstrated experience in leadership, coaching, empowering, and recognizing others.

• Proven aptitude for strategic decision-making, planning, vision, and governance for customer experience and Service Delivery operations.

• Exceptional relationship builder, change agent with strong business acumen.

• Have transportation or self means to travel to office, see clients, and to airport.

ECI's culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI offers a competitive compensation and total rewards package. If you believe you'd be a great fit and are ready for your best job ever, we'd like to hear from you!

Love Your Job, Share Your Technology Passion, Create Your Future Here!

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