Head of Operations, Transformations & Integrations

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

📋 Description

• Oversee process enhancements and operational transformation within retirement recordkeeping operations and services.

• Create and implement AI solutions to enhance operational efficiency, productivity, service quality, and customer satisfaction.

• Direct system conversions for recordkeeping platforms.

• Spearhead digital transformation initiatives for Operations and Service.

• Develop and promote the adoption of self-service capabilities for advisors, plan sponsors, and participants.

• Design and execute workflow redesign alongside Salesforce case management integration.

• Execute Lean, Kaizen, and other operational improvement strategies.

• Minimize rework, NIGO, and escalations through measurement and enhancement initiatives.

• Define, refine, measure, and analyze performance metrics across Operations and Service.

• Develop and sustain capacity models while driving productivity improvements using tools such as ActivTrak.

• Lead post-acquisition integration of recordkeeping, encompassing platform integration, organizational design, transaction processing, plan implementation, operations, and contact center integration.

• Supervise approximately 5–8 direct reports, including Process Leads, a Capacity and Performance Analyst, and an Integration Analyst.

• Collaborate with Product and Technology teams to define, prioritize, and execute system enhancements.

• Lead change management, communications, stakeholder engagement, and adoption strategies.

• Build, develop, mentor, and retain a high-performing team focused on transformation and operational excellence.

• Manage departmental priorities, budgets, vendor resources, and funding for initiatives.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Finance, Accounting, Management, Operations, Information Systems, or a related field.

• A Master’s degree is preferred.

• Over 15 years of experience in retirement plan recordkeeping, financial services operations, operations transformation, business process improvement, or related operational leadership roles.

• At least 7 years of progressive leadership experience managing operations, transformation, integration, process improvement, digital enablement, technology delivery, or client service teams.

• Profound understanding of defined contribution retirement plans, including 401(k), 403(b), 457, and associated retirement products and recordkeeping services.

• Proven experience in leading process improvement, operational transformation, workflow redesign, automation, or operational excellence initiatives within a complex service environment.

• Experience in developing or implementing AI, automation, workflow, analytics, or digital solutions.

• Preferred experience in leading system conversions, platform migrations, technology implementations, or large-scale operating model changes.

• Preferred experience in supporting mergers, acquisitions, operational integrations, or large-scale client and platform transitions.

• Ability to collaborate with Product and Technology teams to prioritize system enhancements and convert business needs into requirements.

• Experience in managing operational metrics, dashboards, scorecards, productivity reporting, capacity models, and tracking transformation benefits.

• Strong analytical, problem-solving, prioritization, and decision-making abilities.

• Excellent executive communication, stakeholder management, and cross-functional influencing skills.

• Proven track record of developing high-performing teams and building scalable organizational capabilities.

• High level of integrity, accountability, sound judgment, and professional maturity.

• Capability to maintain an uninterrupted virtual workspace and family care during business hours.

• Internet speed of 50 MBps or higher for individual use.

🏝️ Benefits

• 401(k) matching.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Short-term disability coverage.

• Long-term disability coverage.

• Paid time off.

• Remote work arrangement.

• Requirement for an uninterrupted virtual workspace.

• Family care support during business hours.

• Internet speed requirement of 50 MBps or better.