Senior Director of Service Excellence, HPEFS North America

Senior Director of Service Excellence, HPEFS North America

This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next.

We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

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. Leading 60+ employees and supporting annual new leasing volume in excess of $2.5 billion, in addition to servicing a large existing lease base, this executive will manage operations for HPEFS’s largest customers and highest-value transactions while also partnering with HPEFS Digital and Process teams to modernize platforms, processes, and capabilities, defining the future-state operating model, improving customer and partner experiences, and maintaining business continuity through ongoing change.

• 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…