Senior Director, ICWS Operations & Service Delivery (Financial Services)

Location: Edgewood, NY, United States

Salary: $145,000–$190,000 per year, depending on experience.

Company

hirify.global provides financial services technology and operational solutions.

What you will do

• Own the operational strategy and service delivery for ICWS Operations, including imaging workflows, production processing, exception management, quality oversight, retrieval support, and archival operations.
• Partner with clients, Sales, Account Management, Business Strategy, and implementation teams on new business opportunities, onboarding, service expansions, and operational readiness.
• Lead managers and operational leaders responsible for production schedules, staffing, escalations, service commitments, and operating procedures.
• Monitor service-level agreements, turnaround times, productivity, quality, workflow volumes, backlogs, risks, and exception trends.
• Maintain controls across regulatory compliance, records management, audit readiness, document integrity, and business continuity.
• Drive root cause analysis, corrective actions, workflow optimization, automation, capacity planning, and operational transformation with Technology and Support teams.

Requirements

• Bachelor’s degree in Business, Finance, Operations, Information Systems, or a related field, or equivalent practical experience.
• 10+ years of experience in business operations, workflow operations, document imaging, production support, service delivery, or a related function.
• 5+ years of leadership experience managing managers, team leads, or large operational teams.
• Experience with service delivery management, KPI development, incident escalation, production oversight, trend analysis, root cause analysis, and capacity planning.
• Strong understanding of controls-focused environments, including risk, compliance, documentation, records management, and audit readiness.
• Strong communication, stakeholder management, organizational, analytical, and decision-making skills.

Nice to have

• Experience with Lean, Six Sigma, or similar operational excellence methodologies.
• Experience leading workflow automation, operational transformation, or resiliency initiatives.
• Exposure to workflow tools, imaging platforms, reporting tools, or operational dashboards.

Culture & Benefits

• Full-time employment in a collaborative and inclusive workplace.
• Comprehensive benefits are available.
• Workplace values include respect, inclusion, accountability, and employee support.
• AI-based tools may support application review, with final employment decisions subject to human review.