Head of Government Savings Operations

The role is responsible for the oversight of the processing and problem resolution teams for designated 529/ABLE plans in Government Savings.  This role is a leadership position that manages the work through leaders for a large group of associates who serve our clients.  This role requires a strong demonstration of a balance of financial industry knowledge and leadership capabilities. Additionally, a solid understanding of software applications used to support a transfer agency is critical to participating in the strategic direction of these teams and collaboration with peers.  Demonstrated technical aptitude is critical in this role as the leader must be able to understand staffing models and align resources during peak volume seasons and unexpected changes in the workflow or vendor confidence.  The ability to be flexible and agile in thinking and acting is critical to achieving quality and timeliness in service levels mandated by partners and clients of the Ascensus Government Savings business.

Success in this role requires strong financial services expertise, operational leadership, data-driven decision making, and the ability to foster collaboration across internal and external partners. A high level of technical aptitude, agility, and ability to anticipate and respond to business needs are essential to achieving performance, compliance and client satisfaction goals.

Section 2: Job Functions, Essential Duties and Responsibilities

• Strategic Leadership: Lead and execute a vision for Government Savings Operations that aligns with the broader Ascensus operational and transformational goals.
• Operational Execution: Ensure delivery of accurate and timely transactions and provide high quality service across all supported Government Savings programs.
• Data-Driven Decision Making: Use data analytics to manage workflow trends, forecast resource needs, optimize staffing models, and continuously improve service levels and operational efficiency.
• Process Optimization: Identify opportunities for automation, offshoring and process improvements to enhance efficiency, reduce costs and improve service levels.
• Global Workforce Management: Effectively lead and develop a geographically dispersed team, balancing resources across locations to maximize productivity and quality.
• Risk & Compliance Oversight: Ensure adherence to industry regulations, internal controls and audit requirements while mitigating operational risks.
• Stakeholder Collaboration: Partner with key stakeholders to improve processes, enhance client experience and drive business growth.
• Change Management: Lead transformation initiatives, including system migrations, automation efforts, and operational model shifts, ensuring smooth transitions and adoption.
• Talent Development: Foster a high-performing team culture, providing coaching, mentorship, and career development opportunities for employees at all levels. Maintain and establish the environment enabling Operations teams to live by the Core Values of People Matter, Quality First and Integrity Always®.
• 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.
• At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always®. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day.

Supervision  

• This role oversees a large team of associates, team leads and managers responsible for processing and problem resolution for designated 529 savings plans, and will be responsible for driving operational excellence, strategic transformation, and superior client outcomes.

Section 3:  Experience, Skills, Knowledge Requirements

• Bachelor’s degree in business administration, Management, Finance
• 10 years of industry experience and at least 8 years of operations leadership experience within the financial services industry
• Strong knowledge of 529 savings plans and transfer agency operations preferred
• Proficient in leveraging data to drive operational improvements
• Demonstrated success in process optimization, automation, and managing offshore partnerships
• Deep understanding of risk, compliance and regulatory requirements related to financial transactions
• Excellent leadership, communication and executive influencing skills.
• Ability to work flexibly during peak business periods and travel as required for business needs.

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 Mbps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.