Senior Service Delivery Specialist

Description

This role improves branch operations by identifying operational inefficiencies and leading initiatives that enhance service delivery, operational effectiveness, and member experience. The position partners closely with branch leaders and enterprise stakeholders to design, implement, and optimize cross-functional solutions that align with organizational priorities and frontline needs. Working across systems, processes, vendor partnerships, and operational practices, the role drives improvements that increase efficiency, reduce risk, and strengthen frontline capability. Through disciplined execution, performance monitoring, and adoption support, this role advances consistent operating practices and delivers measurable improvements in member and employee outcomes.

Here's what you can expect from the job and what you need to be successful:

What You'll Do :

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead cross-functional branch operations initiatives from current-state assessment through implementation, delivering improvements that enhance efficiency, simplify processes, and improve member and employee experiences.
• Develop business cases, recommendations, and implementation plans for branch operations initiatives, ensuring alignment with organizational priorities, operational effectiveness, and member impact.
• Communicate initiative objectives, risks, progress, and recommendations to stakeholders and leaders through structured, decision-ready updates.
• Identify root causes of operational inefficiencies and implement scalable solutions that improve branch processes, service delivery, and operational performance.
• Manage and prioritize branch operations, work through structured intake, tracking, and escalation processes, leveraging tools such as Jira, Confluence, and Pega to maintain visibility and accountability.
• Coordinate execution across branch teams, Shared Services, IT, vendor partners, and enterprise stakeholders to ensure successful delivery of operational initiatives.
• Lead branch systems initiatives, including implementations, enhancements, issue resolution, and ongoing optimization efforts in partnership with Technology teams.
• Partner with Vendor Management and business partners to support vendor performance monitoring, issue resolution, and operational effectiveness.
• Support branch operations budgeting activities, including forecasting inputs, expense tracking, and reconciliation against approved plans.
• Monitor initiative performance, adoption, and operational outcomes, identifying opportunities for continuous improvement and sustained value realization.
• Provide advanced operational support during branch incidents, service disruptions, and operational events, coordinating communication, issue resolution, and follow-through activities.
• Oversee branch services intake, triage, and work prioritization processes to align operational demand with organizational priorities and available capacity.
• Embed regulatory, risk, and control requirements into operational processes to support compliance, resilience, and sustainable growth within a regulated environment.

Typical Scope:

• Applies best practices and knowledge of internal/external business challenges to improve products, processes or services. Is accountable for small projects or programs with manageable risks and resource requirements. Resolves difficult and complex problems using judgment and analysis; contributes to problem solving in collaborative settings. Interprets policies and adapts them to new situations.
• Demonstrates judgment in selecting methods to solve problems that have cross-functional impacts or require balancing competing priorities. Applies advanced knowledge of job area with experienced understanding of functional area.
• Typically receives little instruction on daily work. Works independently within defined specialties; adapts methods and procedures for routine work with minimal oversight. Accountable for deliverables. May mentor others and coach or review their work.

Essential Skills:

Education & Experience:

• Required Education: Bachelors degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree)
• Required Experience: 4 - 6 years of relevant experience

Qualifications & Skills:

• Demonstrated ability to lead operational improvement initiatives that enhance service delivery, employee readiness, and operational efficiency within branch, contact center, or related service environments.
• Proven track record of delivering complex cross-functional initiatives and achieving measurable improvements in operational, service, or member experience outcomes.
• Strong understanding of retail banking operations, branch systems, or service delivery environments, with experience supporting process optimization, operational effectiveness, and frontline enablement.
• Demonstrated ability to partner effectively with cross-functional stakeholders and influence outcomes without direct authority.
• Experience using project and work management tools such as Jira, Confluence, Pega, or similar platforms to coordinate, track, and execute initiatives.
• Strong written and verbal communication skills, with the ability to translate complex operational issues into clear, actionable recommendations for leaders and frontline teams.
• Data-driven mindset with experience using operational metrics, performance reporting, and trend analysis to identify opportunities and support decision-making.
• Strong analytical and problem-solving skills, including experience conducting root cause analysis and driving continuous improvement efforts.
• Ability to manage multiple initiatives and competing priorities in a dynamic, fast-paced environment while maintaining attention to detail and execution quality.
• Experience in financial services, retail banking, or other regulated industries preferred.

Location:

Marlboro or Chelmsford, MA

Target Compensation:

$83,000 - $99,500 annually

Schedule:

Monday - Friday - 8a - 5p