Director, Journey Enablement, Assisted Servicing & Collections
Core
Define and execute the end-to-end assisted servicing and collections journey for Business Banking, optimizing client and employee experiences while driving operational efficiency and risk management.
Role type
Senior Director, Business Transformation & Strategy
Builds
Business Banking assisted servicing and collections processes, AI-driven automation, and service improvement roadmaps
Domain
Banking / Financial Services / Operations & Process Optimization
Deliverable
product features
Required skills
Business transformation leadership, process redesign, AI/automation strategy, change management, stakeholder alignment, team leadership, strategic planning, risk management, data-driven decision making
Preferred skills
Experience in large complex organizations, digital enablement, operational excellence
Technologies
AI, automation tools, case management systems, digital platforms
Responsibilities
Define target-state servicing experiences and treatment paths; lead complex transformation initiatives to modernize capabilities; align cross-functional partners (Product, Ops, Digital, Tech) on common outcomes; track end-to-end journey KPIs (service effectiveness, cycle time, collections results); manage team performance and career development; develop business cases and strategic plans; lead change management programs and communication strategies.
Seniority
Director, strategic leadership & team management