Description
The Senior Director, Service Excellence Leader, North America, will lead end-to-end operations for HPE Financial Services' (HPEFS) North American leasing business, overseeing lease origination, servicing, collections, portfolio administration, asset returns, customer delivery, and risk controls.
Key Responsibilities:
- Lead the North America Service Excellence organization and establish a high-performing, customer-focused operations culture.
- Provide accountability for the full leasing lifecycle, including lease origination, underwriting support, funding operations, contract administration, servicing, collections, portfolio management, and asset returns or remarketing.
- Oversee operational execution for HPEFS's largest customers, strategic enterprise accounts, and highest-value financing transactions.
- Drive performance against key measures, including revenue, margin, financing volume, cost of delivery, customer satisfaction, operational quality, portfolio performance, asset returns, delinquency, and risk controls.
- Serve as an executive escalation point for complex operational, customer, portfolio, transaction, and service delivery issues.
- Partner with HPEFS Digital and Process teams, and other stakeholders, to lead the modernization of HPEFS operational platforms, processes, and capabilities across North America.
- Define and execute the future-state operating model for North American Service Excellence.
- Drive technology-enabled transformation, including system optimization, process redesign, automation, data quality, workflow improvements, user adoption, and change management.
- Partner with Digital, Process Excellence, Finance, Sales, Legal, and global business leaders to improve efficiency, scalability, controls, and customer experience.
- Lead the organization through system and process evolution while maintaining business continuity, operational performance, customer satisfaction, and employee engagement.
- Support the rollout and adoption of digital customer and partner platforms, transitioning stakeholders from manual processes to scalable, automated, and self-service experiences.
- Establish strong governance, operational metrics, process controls, continuous improvement practices, and compliance standards.
- Build effective relationships with customers, partners, vendors, and senior HPE stakeholders.
- Provide accurate forecasting, business reporting, budget planning, resource allocation, and performance reviews.
- Develop and deepen organizational capability through talent attraction, coaching, mentoring, succession planning, and leadership development.
- Represent North America in global leadership forums and promote consistent processes, tools, capabilities, and best practices across HPEFS.
Experience and Requirements:
- Bachelor's degree in Finance, Business, Economics, Operations, Accounting, or a related field required; advanced degree preferred.
- Typically 15+ years of progressive leadership experience in equipment finance, leasing, captive finance, banking operations, commercial finance, or financial services operations.
- Experience in a global technology financing organization or supporting large-scale technology leasing transactions is highly preferred.
- Familiarity with large-scale equipment financing, technology financing, commercial leasing, asset management, and captive finance business models.
- Proven experience leading large, complex, and geographically distributed operational organizations.
- Experience managing large organizations and influencing significant revenue and operating results.
- Deep expertise across the leasing lifecycle, including origination, credit and underwriting support, funding, contract administration, servicing, collections, portfolio management, and asset returns or remarketing.
- Strong understanding of financing operations, leasing products, credit processes, customer onboarding, transaction execution, and operational controls within a regulated financial services environment.
- Experience driving adoption of new technologies, platforms, workflows, automation, or operating models across large organizations.
- Demonstrated ability to lead teams through significant organizational change while maintaining business performance and employee engagement.
- Track record of partnering effectively with Digital, Process Excellence, Finance, and business leadership teams.
- Experience managing high-volume, high-value customer portfolios, and strategic enterprise accounts.
- Strong understanding of operational metrics, process governance, continuous improvement, service delivery excellence, and risk management.
- Exceptional executive communication, relationship management, and influencing skills.
- Strong financial and business acumen, including experience with budgets, forecasts, margins, cost management, and performance reporting.
What We Can Offer You:
- Health & Wellbeing: comprehensive suite of benefits that supports physical, financial, and emotional wellbeing.
- Personal & Professional Development: programs catered to helping you reach career goals.
- Unconditional Inclusion: celebrating individual uniqueness, valuing varied backgrounds, and flexibility to manage work and personal needs.