Director - Senior Lead, Business Operations Effectiveness & Analytics

Director - Senior Lead, Business Operations Effectiveness & Analytics

Founded over 100 years ago by one of history’s great philanthropists, Andrew Carnegie, TIAA is a Fortune 100 financial services company and the market-leading retirement system for individuals who work in academia, research, medical and cultural fields. TIAA is headquartered in New York City, with major operations in Charlotte, North Carolina, and Frisco, Texas. The company has approximately $1.2 trillion in assets under management (as of 3/31/2023) and approximately 15,0000 employees.

TIAA offers solutions (e.g., variable annuities, mutual funds, tax-deferred and after-tax annuities, IRAs and brokerage accounts) that provide lifetime financial security to its participants, consistent with its mission-based, not-for-profit heritage. Given this tremendous responsibility to be there for our participants over the long haul of their lives, it is imperative that TIAA remains a leading financial institution for the next century of its existence.

The Senior Lead for Business Operations Effectiveness & Analytics plays an important role in support of the company’s efforts to reposition itself for the future to create enduring success by accelerating the company’s focus on simplifying the organization, making the company more agile and delivering best-in-class experiences to clients and the organization’s workforce. The Business Operations Effectiveness & Analytics team is highly visible across the company, with significant senior executive and board exposure.

Key Responsibilities and Duties

• Create inventory of key processes across TIAA that drive important business outcomes for the company
• Develop robust analysis of total cost across (i) labor, (ii) technology, and (iii) third party spend for key processes
• Identify major operational KPIs associated with process improvement (e.g., cycle time, error rate, employee satisfaction, etc.)
• Develop dashboard to track progress made against improving processes, including cost and KPIs to be monitored over time
• Communicate with a broad range of stakeholders; builds relationships; and influence others.
• Create senior executive and board presentation materials
• Support solution development and decision making

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
9IC

Required Skills:

• 5 years experience in operations, technology, management consulting or relevant fields.

Preferred Skills:

• Previous experience working for a large management consulting firm or internal corporate strategy function at a large financial services institution 

• Background in operations, technology, management consulting, business management or relevant fields. 

• Previous experience with senior executive and board level engagement 

• Previous experience working in a complex, matrixed organization 

• Track record of execution and driving results 

• Prior experience working autonomously with tracking metrics and sharing reports with leadership. 

• Supporting corporate, divisional / department wide continuous improvement projects/programs. 

• Agile focused and solutions oriented and leads in driving results 

• Critical thinker and self-starter who is willing to work proactively to identify key business opportunities and work across teams to drive results. 

• Comfortable presenting and taking directions from executive leadership.  

• Strong relationship management, team building, presentation and communications skills.
   

Desired Qualities 

• Outside-the-box thinker 

• Innovator