Director - Workflow Design and Governance

Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our "Win as One" mentality ensures that our team's success is directly linked to Client, Shareholder and Employee Satisfaction.
In 2026, DFIN was named #1 on the 2026 Top 100 Global Most Loved Workplaces® by Best Practice Institute. We have also been recognized as one of America's Most Loved Workplaces® for five consecutive years and a Built In Best Place to Work for six years, reflecting our continued commitment to supporting employees' total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN - because being YOU thrives here.
Summary:
The Director of Workflow Design and Governance is responsible for providing leadership and accountability for workflow strategy, process design, and governance across Client Service & Delivery. This role defines, standardizes, documents, and continuously improves end-to-end workflows to support consistent, scalable, and measurable execution aligned to business objectives, client expectations, quality, delivery, and cost. The role partners closely with Client Service & Delivery leaders, production teams, offshore partners, cross-functional stakeholders, and business leaders to strengthen workflow discipline, clarify ownership, and improve operational outcomes.
Client Service & Delivery is evolving toward a connected, workflow-led operating model that improves consistency, predictability, scalability, and accountability.
This role is central to that shift by establishing governance routines, standardizing ways of working, translating operational needs into clear workflow requirements, and ensuring processes are designed, adopted, measured, and improved over time. The successful candidate will have:

• experience designing, governing, and improving end-to-end workflows across complex operational environments; experience establishing process standards, governance routines, documentation practices, and adoption approaches that deliver measurable business value; experience translating workflow needs into clear requirements, process maps, SOPs, training materials, metrics, and decision-ready materials for operational teams, management, and senior leadership
• experience collecting, organizing, and analyzing workflow, quality, productivity, cycle time, capacity, and service performance data to identify root causes, define improvement opportunities, and support measurable action plans

Responsibilities:
Client Service & Delivery

• Define, design, govern, and continuously improve end-to-end workflows across Client Service & Delivery with a focus on standardization, quality, delivery predictability, capacity utilization, client experience, and cost effectiveness.
• Establish workflow design principles, process standards, documentation expectations, and governance routines that support consistent execution across teams, functions, and offshore partners.
• Lead multiple workflow design, governance, and improvement initiatives simultaneously across Client Service & Delivery workstreams.
• Define workflow requirements through interviews, workshops, document reviews, current-state assessments, workflow analysis, data analysis, and site visits, including offshore locations as needed.
• Quantify operational, client, financial, and non-financial impacts to inform workflow prioritization and governance decisions.
• Ensure workflow objectives, decision rights, process ownership, adoption needs, and success measures are clearly identified, documented, governed, and managed to completion. Proactively identify risks, roadblocks, and governance decisions requiring escalation.
• Establish and maintain named workflow owners, decision rights, escalation paths, and accountability for process performance.
• Design and maintain workflow documentation, including process maps, SOPs, governance materials, training content, operating routines, workflow standards, reporting requirements, and system enhancement recommendations.

Responsibilities (cont.)

• Lead training design, implementation support, and adoption planning for new or revised workflows, including process certification or readiness activities where appropriate.
• Prepare and deliver workflow governance updates, recommendations, and decision-ready materials with limited guidance from leadership.
• Create clear storylines that simplify complex workflow, governance, and performance information into practical recommendations and next steps
• Deliver presentations tailored to operational teams, cross-functional partners, vendors, and senior leadership.
• Identify, lead, and facilitate workflow governance and process design workshops focused on current-state review, future-state design, standardization, root-cause analysis, continuous improvement, and team readiness.
• Schedule and conduct regular governance reviews with Client Service & Delivery teams, offshore partners, and management to evaluate workflow performance, review metrics, identify trends, resolve issues, and align on action plans.
• Partner with Business Performance & Analytics and operational leaders to define workflow KPIs, reporting needs, dashboards, scorecards, and governance materials using PowerBI, Excel, and other data presentation tools.
• Partner with Business Performance & Analytics to measure adoption, operational outcomes, and value realization following workflow implementation.
• 15% Travel, in addition to annual International/offshore travel is required

Responsibilities (cont.)
Employee/Team Development

• Foster a culture of workflow discipline, continuous improvement, operational excellence, and governance accountability for stakeholders and operational team members. This includes providing expertise and modeling the use of process design methods, governance routines, workflow mapping, data analytics, process optimization, and change adoption practices.
• Develop workflow design and governance capability across direct reports, subject matter experts, and operational partners.
• Drive operational rigor by implementing consistent workflow design, process documentation, governance review, issue resolution, and continuous improvement approaches across Client Service & Delivery.
• Coordinate workflow governance routines and business reviews using a consistent presentation model. Execute workflow improvements using the operational pillars of simplification, standardization, leveraging software and technology, actionable metrics, and value creation while keeping data and people safe.
• Ensure workflow standards, application-support practices, and process controls align with applicable regulatory information-security, data-protection, and risk-management requirements.
• Develop trusted relationships with key stakeholders and partners so workflow issues, governance decisions, and improvement opportunities are addressed with clarity, accountability, and a spirit of partnership.

Qualifications:

• Bachelor's Degree
• 6+ years in a similar role demonstrating proven proficiency in workflow design, process governance, continuous improvement, operational excellence, project management, or business analysis.
• Proven experience leading workflow, process design, governance, or improvement efforts across cross-functional teams, offshore teams, or vendors.
• Proven leadership, employee development, facilitation, teamwork, and cross-functional collaboration skills.
• Proficient in MS Office (Excel, PowerPoint, Word, Outlook), PowerBI, and process mapping or workflow documentation tools such as Visio. Lean, Six Sigma, PMP, process design, or comparable certification is a plus.
• Ability to provide thought leadership in workflow design, governance, process standardization, and operational excellence.
• Ability to influence through persuasion, negotiation, facilitation, and consensus building.
• Highly proficient in workflow mapping, process documentation, process optimization, governance routines, and adoption planning with the ability to coach team members and stakeholders on consistent ways of working.
• Strong project management and stakeholder management skills with the ability to collaborate across Operations, Technology, Product, Analytics, vendors, and leadership teams to deliver workflow change and strengthen governance discipline.
• Ability to synthesize and simplify complex workflow, process, technology, data, and operational requirements for teams and stakeholders and connect recommendations to business objectives.
• Comfort working with ambiguity, evolving operating models, and new workflow challenges. Ability to travel domestically and internationally as needed.

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