Senior Service Delivery Specialist

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.

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:

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.

• 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…