Service Assurance Lead (Hybrid)

Service Assurance Lead

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.

We are seeking a Service Assurance Lead to ensure consistent, high-quality client communications and operational rigor across incidents, maintenance activities, and shift operations.

You will serve as the first point of escalation for our Service Assurance Analysts and Specialists, coordinate global notifications, and drive continuous improvement in our processes. Your leadership will help us maintain clear, timely updates and meet our service-level commitments.

Responsibilities :

• Escalation handling : Serve as the first point of escalation for Analysts and Specialists, ensuring swift, accurate triage.
• Global communication management : Centralize the crafting and distribution of incident and maintenance notifications to our client base; maintain tone, accuracy, and approval flow.
• Shift leadership : Lead shift handoffs, confirm open items, and ensure consistent follow-the-sun updates.
• Reporting : Track SLA metrics daily (e.g., update cadence, communication timeliness) and prepare summary dashboards for the Director.
• Coaching : Mentor Analysts and Specialists on client communication best practices and triage accuracy.
• Continuous improvement : Propose and drive updates to workflows, templates, and escalation procedures based on observed gaps and performance trends.

Qualifications :

We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a companyand ultimately a communitythat recognizes and celebrates everyone's unique perspective.

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.

We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued, and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression, and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status, and other protected characteristics protected by applicable federal, state, or local laws.