Head of Transition Services - Operations (Plan Conversions/Deconversions)

The Head of Transition Services – Operations is responsible for leading several teams of associates (50 domestic and 70 offshore resources) and developing strong working relationships with our internal clients. This position will be involved in defining the operational (Conversion Services) 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 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.

Position can be hybrid to Ascensus locations near Dresher, PA and Newton, MA or remote.

Responsibilities:

• Accountable for leading the teams to deliver on commitments for timing, quality, and service metrics (KPI’s) associated with the support of this activity):  Plan Set Up, Asset Transfer, Participant Mapping, Deconversion.
• Developing and executing a broad based ETL (Extract, Transform, Load) solution/strategy for the Retirement Operations organization.  This includes overall business ownership of the Alteryx ETL vendor relationship for Ascensus.
• Develop, and implement the annual business plan; communicate to leadership and ensure understanding of the plan and alignment to the work and measurables
• Enhance and expand the offshore footprint for Transition Services Operations.  Accountable for the activity performed by all offshore partners, colleagues
• Create a narrative around the “so what” and “now what” using data as the foundation
• Enhance speed of organizational readiness and preparedness with products, services, and client demand
• Reimagine the onboarding process and related activities; proactively develop solutions to impediments through the use of data and technology
• Effectively partner with key stakeholders and the team for escalated issues
• Develop professional relationships with internal teams and stakeholders to ensure alignment of approach and satisfaction
  Align department priorities to execute on business plan objectives to maximize revenues, client retention and organic sales.
• Own budget planning and align current and future planning activities against budget expectations.  
• Maintain and establish the environment enabling Transition Services - Operations teams to live by 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.

Supervision  

• Motivate, lead and support all teams in monitoring and achieving daily production commitments, SLA and metrics as well as workflows in order to meet operational service commitments.
• Partner with leaders to ensure the creation and management of team deliverables, ensuring that quality and production service level objectives are consistently met or exceeded.
• Provide balanced feedback to leadership regarding performance and areas of improvement,
• Conduct regular team meetings to provide updates and receive feedback.
• Develop leadership competencies, expertise, ability, and experience for career pathing within Ascensus.
• Actively seek out ways to improve associate satisfaction and deliver results.
   

Requirements:

• Bachelor’s degree in business administration, Management, preferably in financial services/retirement industry
•  8-10 years’ industry experience and at least 10 years’ of leadership experience of leaders and multiple functions
• 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
• Detail-oriented and be able to work well within given timeframes and standards
• Working knowledge and understanding of systems and platforms that support onboarding processes and services .
• MS-Office software applications, including Excel, PowerPoint, Word, & Visio (familiarity with Access preferred)

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