Director of Process Excellence & Operational Risk

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<div class="isg-job-description“>Director of Process Excellence & Operational Risk
The Director of Process Excellence and Operational Risk is a strategic, hands-on leader responsible for managing business risk, overseeing new account implementations, driving operational process improvements, and serving as a key stakeholder in product innovation. This role partners closely with sales, operations, technology and finance to ensure that growth is sustainable, risks are mitigated, and new business is onboarded seamlessly and efficiently. The Director also supports the Request for Proposal (RFP) process and leads culture event planning to foster employee engagement and strengthen organizational values.
Key Responsibilities
Risk Management & Mitigation

• Identify, assess, and monitor operational and business risks associated with new and existing accounts.
• Develop and implement risk mitigation strategies and controls to minimize exposure as the business grows.
• Serve as the primary point of contact for internal risk assessments and external audits related to operational processes.

New Account Implementation

• Lead cross-functional teams to ensure smooth onboarding of new clients or accounts, from contract execution through operational handoff.
• Develop and refine onboarding processes to improve client experience, reduce implementation time, and minimize risk.
• Act as liaison between sales, operations, technology and clients to resolve issues and ensure expectations are met.

Operational Process Excellence

• Analyze, design, and optimize business processes to increase efficiency, reduce costs, and support scalability.
• Implement best practices and continuous improvement initiatives across operational workflows.
• Track and report on process KPIs, identifying bottlenecks and driving corrective actions.

Cross-Functional Leadership

• Collaborate with sales, finance, legal, and operations teams to align business growth initiatives with risk management and process standards.
• Provide training and guidance to staff on risk-aware operational practices, process improvements, and innovation adoption.
• Partner with technology, operations, finance and sales teams to identify market needs and drive process enhancements.
• Monitor industry trends and competitor offerings to inform product and process strategy to maintain a competitive edge.
• Collaborate with sales, marketing, legal, and technical teams to help craft compelling proposals that align with organizational capabilities and client needs.
• Continuously help to improve RFP response processes, templates, and knowledge management to enhance win rates and efficiency.

Culture Event Planning & Leadership

• Lead the planning, coordination, and execution of culture-building events and initiatives to promote employee engagement and reinforce company values.
• Collaborate with HR and leadership to design programs that celebrate achievements, foster teamwork, and enhance workplace satisfaction.
• Serve as a culture ambassador, gathering feedback and continuously improving the employee experience through creative and inclusive events.

Reporting & Communication

• Prepare regular reports for senior management on risk status, new account implementation progress, RFP outcome analysis, process improvement, and culture initiatives.
• Communicate complex risk, operational, and innovation issues clearly to both technical and non-technical stakeholders.

Required Skills & Qualifications

• Bachelor’s degree in Business, Operations, Risk Management, or a related field
• 5+ years of experience in risk management, operations, process improvement, or account management roles
• Proven ability to manage complex projects and cross-functional teams
• Experience with RFP management
• Strong analytical, problem-solving, and process optimization skills
• Excellent communication, negotiation, and stakeholder management abilities
• Experience with risk assessment frameworks and process improvement methodologies (e.g., Six Sigma, Lean) is a plus
• Demonstrated ability to lead culture-building events and foster positive organizational culture

Reporting Structure

• Reports to: Chief Technology Officer
• Works closely with: Sales, Finance, Legal, Operations, HR, and Technology teams
• May supervise: Process analysts, risk coordinators, implementation specialists, RFP specialists, and culture event coordinators