Service Delivery Director

Job Title: Service Delivery Director

 

Reports To: The Service Delivery Director will report to the Managing Vice President, or equivalent leadership.

 

Job Overview:

 

The Service Delivery Director is responsible for leading client relationship management and service delivery for document and mail processing operations. This role serves as the primary liaison between clients and internal operational teams, ensuring service level commitments, quality standards, compliance requirements, and client expectations are consistently achieved.

 

In addition to client management responsibilities, the Director will provide operational oversight and leadership support across document processing, mailroom operations, workflow management, process improvement initiatives, and issue resolution activities. The role requires strong communication, operational leadership, banking/financial services knowledge, and the ability to manage high-volume, deadline-driven environments.

 

Duties and Responsibilities:

 

Client Relationship Management

• Serve as the primary point of contact for assigned document processing client.
• Build and maintain strong client relationships through proactive communication, service reviews, and operational transparency.
• Lead client meetings, business reviews, operational discussions, and escalation management.
• Ensure all client Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and contractual obligations are met or exceeded.
• Coordinate implementation of new client services, operational changes, and process enhancements.
• Partner with clients to identify operational efficiencies and continuous improvement opportunities.
• Provide timely and professional communication regarding incidents, remediation plans, and operational updates.

Operational Leadership

• Support daily document processing operations, including workflow balancing, staffing coordination, and production oversight.
• Partner with operations leadership to ensure productivity, accuracy, quality, and compliance standards are maintained.
• Assist in managing operational risk, controls, audit readiness, and regulatory compliance requirements.
• Monitor operational performance metrics and develop action plans to address performance gaps.
• Lead or support root cause analysis and corrective action plans for operational issues and client-impacting events.
• Drive continuous improvement initiatives focused on efficiency, automation, quality, and client experience.
• Collaborate with technology, compliance, quality assurance, and production support teams to resolve operational issues.

Leadership & Team Development

• Provide leadership, coaching, and support to client services and operational staff.
• Foster a culture of accountability, customer service, operational excellence, and continuous improvement.
• Support employee development, performance management, and succession planning initiatives.
• Participate in hiring, onboarding, and training activities as needed.

Reporting & Governance

• Prepare and present operational and client performance reporting to senior leadership and clients.
• Maintain documentation related to client procedures, controls, escalation protocols, and operational processes.
• Ensure adherence to company policies, security standards, and regulatory requirements.

 

Competencies:

• Client Relationship Management
• Operational Leadership
• Risk & Controls Management
• Process Improvement
• Communication & Executive Presence
• Problem Solving & Escalation Management
• Team Leadership & Collaboration
• Performance Management
• Strategic Thinking
• Service Delivery Excellence

 

Qualifications and Education Requirements:

• Bachelor’s degree in Business, Operations Management, Finance, or related field preferred.
• 7+ years of experience in document processing, remittance processing, mail operations, banking operations, or financial services.
• 3+ years of leadership or management experience in client services and/or operations.
• Strong knowledge of document operations, payment processing workflows, operational controls, and service delivery management.
• Experience managing client relationships in a high-volume operational environment.
• Excellent communication, presen