Director, College Savings – CS Management

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Lead the establishment of a centralized support organization for Government Savings Operations (529/ABLE/SFRP).

• Take ownership of operational support functions, which include reporting and analytics, forecasting and planning, SLA governance, quality monitoring, event coordination, and problem resolution.

• Create a scalable operating model by integrating existing capabilities and developing new ones.

• Supervise around 20 direct and indirect reports, consisting of two managers, associates, analysts, and global dotted-line resources.

• Transform operational reporting through automation, optimization, AI-enhanced tools, Power BI, and internal reporting systems.

• Provide timely insights into productivity, quality, budget, SLA performance, and operational effectiveness KPIs.

• Develop a scalable reporting infrastructure to enable near real-time operational visibility.

• Enhance problem resolution processes to include root cause analysis and systemic improvements.

• Offer analysis and recommendations to senior leadership, highlighting risks, inefficiencies, and opportunities for automation.

• Collaborate with operations, finance, technology, and business teams on forecasting, capacity planning, budgets, data quality, reporting, and system functionality.

• Manage SLA reporting and performance in relation to contractual and internal commitments.

• Establish performance reporting, feedback mechanisms, and quality-monitoring routines.

• Identify and remove manual data-entry processes using automated solutions and controls.

• Lead the Problem Resolution and Operational Support teams by providing guidance, coaching, and development.

• Coordinate operational calendars for corporate actions, conversions, fund events, and related activities.

• Direct and oversee User Acceptance Testing for operational and system changes.

• Ensure the protection and proper handling of confidential data in accordance with organizational policies.

• Reinforce organizational values, including the I-Client Service philosophy and the principles of People Matter, Quality First, and Integrity Always®.

⛳️ Requirements

• Bachelor's degree accompanied by over 10 years of professional experience.

• More than 7 years of leadership experience in operations, analytics, or financial services.

• Proven experience in building or transforming teams and functions, including the integration of existing processes and development of new capabilities.

• Strong expertise in reporting, analytics, and data-driven decision-making, with experience in developing comprehensive reporting solutions.

• Familiarity with reporting and visualization tools such as Power BI.

• Preferred experience in data transformation, automation, and AI-enabled analytics.

• Demonstrated capability to identify and implement process improvements and automation opportunities, focusing on the reduction of manual data entry and reporting tasks.

• Experience in supporting forecasting, capacity planning, and budget processes within an operational context.

• Proven ability to measure and analyze KPIs, including productivity, quality, SLA performance, and financial metrics.

• Experience leading or supporting SLA governance and operational performance reporting.

• Strong analytical, problem-solving, and critical thinking skills with meticulous attention to detail.

• Experience managing or enhancing problem resolution or escalation functions, including root cause analysis.

• Ability to effectively function in a fast-paced, evolving environment with multiple priorities.

• Excellent leadership, communication, and stakeholder management abilities.

• Experience in matrixed or global environments with dotted-line relationships is preferred.

• Knowledge of 529 and/or ABLE savings plans is preferred but not mandatory.

• Willingness to travel as required for business and development purposes.

🏝️ Benefits

• Equal Opportunity Employer.

• Willingness to travel as required for business and development.

• The employer will never ask candidates for payment or require equipment purchases (fraud-prevention assurance).