Operations Manager, Transition Services

Section 1: Position Summary

Responsible for managing a team of back-office operations associates that support the onboarding and offboarding of retirement plans. This position will also serve as a liaison/business partner for offshore operations relating to Transition Services.

The broader Transition Services Team is responsible for managing all onboarding and offboarding projects for Ascensus Retirement Plan Services Group. The team is responsible for setting up retirement plans on the record keeping platform / ancillary systems and closing retirement plans down, and as such, touch all incoming and outgoing plans. This involves leading some and participating in most projects/product changes that occur in the Ascensus Retirement Transition Services organization.

Section 2: Job Functions, Essential Duties and Responsibilities

• Motivate, lead, and support team members to ensure quality metrics are met
• Plan and organize workflow to meet service and operational commitments
• Responsible for providing team members with substantive, periodic feedback on performance, including the completion of performance planning, performance updates and the annual performance appraisal.
• Produce weekly/monthly production metrics reports, representative of volumes, aging, SLA measurements/results and data observation narrative
• Develop staffing strategies for appropriate allocation of resources to meet business needs and client service commitments/objectives.
• Ensure offshore procedures and processes are continually up-to-date and proper training provided to support processes
• Manage business process management initiatives, including business process design, assist with IT requests, facilitate testing, coordinate implementations, documentation and coordinate and/or facilitate training
• Analyze, define, measure, make recommendations, implement and control business process improvement initiatives.
• Motivate, lead and support team members to track to project goals and objectives.
• Responsible for implementing and monitoring new process releases and changes
• Perform other duties and special projects as assigned.
• 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 I-Client service philosophy and 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.

Supervision  

Section 3:  Experience, Skills, Knowledge Requirements

• Bachelor’s degree or equivalent experience
• Operational discipline skill and mindset
• Proficiency in MS-Office software applications, including Excel, PowerPoint, Word, Visio and Access
• Project management/change management experience
• Business analysis experience; designing cross functional workflows, drafting procedures and training materials
• Strong issue resolution skills
• Must be able to successfully balance multiple projects concurrently
• Excellent communication and analytical skills
• Ability to escalate and communicate across the organization and at different levels
• Excellent analytical and problem-solving skills
• Ability to work well under pressure with multiple priorities and deadlines
• Strong Interpersonal Skills

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.

We are proud to be an Equal Opportunity Employer

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.