Director Operations ( Defined Contributions )

Reporting to: Head of Operations

The Director of Core Operations is responsible for leading several teams of associates and developing strong working relationships with our internal clients. This position will be involved in defining the operational strategies to efficiently meet client expectations; developing the process and implementation of an annual business plan; maintaining a high level of customer service; developing and maintaining strong operational controls; recruiting and coaching leadership staff; crafting long-term strategic planning; and creating and monitoring budgets. The Director role will drive continuous improvement and fundamentally transform the day-to-day business overseeing strategic objectives, regulatory activities, and technological innovations to better the business.

Responsibilities:

Serving Clients:

• Act as senior leader for clients and advisors looking for executive presence in plan level issue situations.
• Serve as senior decision maker on escalated items.
• Develop, Maintain and Revise daily production reports, SLA and Metrics.
• Plan and organize workflows in order to meet operational service commitments.
• Develop professional relationships with internal teams to help support our teams and our clients.

Strategic Activities:

• Collaborate with internal clients Employer & Sponsor Services, Participant Services, Relationship Management and Sales to building services and support processes.
• Align department priorities to execute on business plan objectives to maximize revenues, client retention and organic sales.
• Develop project plans and teams to achieve strategy and vision.

Process and Business Management:

• Produce weekly/monthly production reports, metric reporting and capacity analysis.
• Develop staffing strategies for appropriate allocation of resources to meet business needs and operational service commitments/objectives.
• Document, Maintain and Revise operational workflows and Service Standards
• Oversight of the day-to-day progression of daily processing responsibilities.
• Maximize staffing allocations in support of the budget plan.
• Monitor and actively manages department expenses and revenue generating activities to meet budget.
• Identify areas of improvement within FuturePlan platform including workflows, policies, technology, products etc. Develop improvement plans, gain support and execute.
• Work with peers in the senior management team to identify global issues and opportunities for improvement, make recommendations for changes and help implement.
• Performs other duties and special projects as assigned across FuturePlan.
• Responsible for protecting and securing all client data held by FuturePlan to ensure against unauthorized access to and/or improper transmission of information that could result in harm to a client.
• The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always should be visible in your actions on a day-to-day basis showing your support of our organizational culture.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Our Core Values of People Matter, Quality First and Integrity Always should be visible in your actions on a day-to-day basis showing your support of our organizational culture.
• Assist with other tasks and projects as assigned.

Supervision:

• Motivate, lead, and support leadership team and associates to provide excellent associate direction.
• Ensure that staff is properly trained to respond to clients in a professional and consultative manner.
• Establish and manage team deliverables, ensuring that quality and production service level objectives are consistently met or exceeded. Responsible for providing leadership and staff with constant feedback on performance and areas of improvement; this includes conducting annual performance reviews.
• Conduct regular staff meeting with leadership and teams providing updates and receiving feedback.
• Provide guidance to staff on daily basis for escalated issues.
• Develop leadership and staff expertise, ability, and experience for career pathing within FuturePlan
• Escalate awareness broad across appropriate teams issues requiring resolution; partner with internal departments to deliver timely resolution.
• Actively seek out ways to improve associate satisfaction and deliver results.

Requirements:

• Bachelors degree in business administration, Management, Finance or equivalent work experience
• At least 10 years experience in the financial or retirement services industry or comparable experience
• 5+ years of previous Leadership experience
• Demonstrated ability to lead with strong management skills.
• Excellent written and oral communication skills.
• Professional demeanor and experience with client meetings.
• Excellent analytical and problem-solving skills.
• Must be detail oriented and be able to work well within given timeframes and standards.
• Familiarity MS-Office software applications, including Excel, PowerPoint, Word, & Visio (familiarity with Access preferred)
• Ability to work overtime as necessary