Vervent - Vice President - Global Service Operations

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/Qualifications:
- 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 our San Diego, Sioux Falls, Portland, Philippines, India, and Mexico