Vice President, Global Service Operations

General Position Summary: The Vice President of Global Service Operations is a senior executive leader responsible for driving operational excellence, regulatory compliance, and transformative growth across our global servicing platform. This role oversees all aspects of consumer and commercial loan, lease, and card servicing operations, including contact centers, payments, claims, collections, and back-office support. The VP will lead a geographically dispersed team and vendor network to deliver exceptional customer experiences, meet service level agreements, and support business scalability. As a key member of the senior leadership team, the Vice President will play a pivotal role in shaping the company’s operational strategy, implementing innovative solutions, and ensuring high performance across people, process, and technology. The ideal candidate will bring deep expertise in financial services operations, global workforce leadership, and a strong command of regulatory environments such as CFPB, FDIC, and OCC. This role demands a strategic thinker with a passion for execution, continuous improvement, and cross-functional collaboration. Primary Responsibilities: Lead Global Operations Strategy: Develop and execute scalable service operations strategies across global sites to support consumer and commercial financial products, ensuring alignment with corporate goals and regulatory standards. Operational Oversight: Manage day-to-day operations for payment processing, loan/lease servicing, claims, disputes, with a focus on quality, compliance, and efficiency. Regulatory & Risk Management: Ensure operational adherence to federal and international regulatory requirements (e.g., CFPB, FDIC, OCC, AML/BSA), and implement robust internal controls to mitigate risk and maintain audit readiness. Client & Partner Management: Serve as a senior point of contact for B2B clients and third-party vendors, maintaining high service levels and supporting new client onboarding and relationship expansion. Process Improvement & Automation: Drive continuous improvement through lean methodologies, process reengineering, and adoption of automation, RPA, and AI technologies to enhance customer experience and reduce cost-to-serve. Global Workforce Leadership: Lead and develop a high-performing, culturally diverse global service team, including U.S.-based and offshore contact centers, back-office operations, and vendor partners. Data & Performance Management: Establish and monitor KPIs, SLAs, and customer satisfaction metrics to drive performance accountability and operational transparency. Customer Experience Ownership: Champion end-to-end customer journey improvements, ensuring high NPS, low complaint volume, and a consistent omnichannel service experience. Cross-Functional Collaboration: Partner with Product, Technology, Compliance, Legal, and Finance to support product launches, system integrations, and regulatory initiatives. Transformation & Change Leadership: Lead enterprise-level change initiatives, including platform migrations, process transformations, and strategic insourcing/outsourcing decisions. Requirements: Bachelor’s degree in business or related field with master’s degree preferred. 15 years’ experience in people management experience with demonstrated ability to lead teams and drive results through others. 15 years’ experience in credit card, loan, lease and/or specialty operations inclusive of payment processing, exceptions, default, customer experience, fraud strategies, fraud prevention, and recovery. 15 years’ experience in the consumer credit card, loan, and lease industry and deep subject matter expertise working with Networks, Core Processors, and Servicing Platforms. Demonstrated C-level contact and engagement experience. Demonstrated experience leading successful, high dollar client portfolios 10 years managing large, international sites. Vertical industry expertise and thought leadership with proven track record of inspiring and disciplined leadership. With demonstrated track record of leading high performing teams through direct management and influence. High degree of business acumen and high emotional intelligence. Strong knowledge and experience in consumer credit card industry. Strong interpersonal and communication skills; excellent written and verbal skills. Experience with Microsoft Office Suite, specifically Excel, PowerPoint, Word, and Project. Experience with collateral repossession operations preferred but not required. Strong working knowledge of computer software including Microsoft Office and Card, Loan, and Lease Servicing Software. Ability to occasionally travel to San Diego, Sioux Falls, Portland, Philippines, India, and Mexico.

Location: Tijuana, Baja California, MX

Posted Date: 8/13/2025