Director - Retirement Services

Eligibility Criteria:

• Must have at least 24+ months of experience in the current role or grade.
• If applying laterally, need to have at least 12 months of experience in your present role/grade.
• Strong communication skills (oral and written) are required.
• Working knowledge of payroll and benefits administration is highly preferred.
• RPF or FPC / CPP certification is preferred.
• Proven strong leadership and business skills.
• Excellent interpersonal, conflict management, and mentoring skills.
• Effective time management, organizational, and planning skills.
• Demonstrates behavior that aligns with the values of the organization.
• Current Supervisor approval required; should not have been on a Performance Improvement Plan (PIP) or issued a Warning in the last 12 months.

Overview & Scope:

The Director will develop and lead day-to-day operations of key strategic Retirement Services teams within the One SBS India portfolio. This role is critical for scaling processes to enhance the scope and quality of services while improving operating costs and margins. The Director is responsible for all aspects of daily operations, including driving strong associate and client engagement, ensuring operational excellence through KRA/SLA adherence, and fostering a culture of innovation and continuous improvement.

• Deliver business goals for the respective business functions.
• Collaborate with stakeholders on initiatives like Associate Engagement, Client Engagement, Dashboards, Career Progression, sharing of best practices, and campus recruitment.
• Lead efforts to achieve world-class service and operational excellence, with a focus on continuous innovation and process improvements.
• Establish and maintain appropriate structures and responsibilities to achieve business objectives.
• Continuously evaluate results to meet performance objectives and adjust strategies accordingly.

Managerial Responsibilities:

• Manage a team of leaders and frontline leaders, with 6 to 8 or more direct reports as the business grows.
• Use strategic objectives to set performance parameters and ensure the teams success.
• Ensure on-time delivery with best-in-class quality and productivity standards, supported by strong quality systems for reporting and evaluation.
• Actively identify modernization opportunities and improve collaboration with onsite teams / GPT / GETS.
• Maintain a relentless focus on enhancing associate and end-user experience.

Individual Skill Set:

• Strong planning, organizational, and interpersonal skills.
• Excellent presentation skills, both verbal and written.
• Proven ability to manage multiple projects and relationships simultaneously.
• Demonstrated capability to lead operations in achieving client satisfaction, associate engagement, and performance management.
• End-to-end thinking to improve customer experience.
• Ability to take calculated risks, take decisive actions, and adopt a data-driven approach to work.
• Sound judgment and ability to foster teamwork, resolve conflicts, and drive convergence.
• Knowledge of tools and techniques for gaining cooperation and support.
• Ability to work effectively in a matrix structure and as part of a team.

Willingness to work in night shifts supporting US time zones