The Director of Core Operations is responsible for leading several teams of associates and developing strong working relationships with our internal clients. This position will be involved in defining the operational 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 Director 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.
Act as senior leader for clients and advisors looking for executive presence in plan level issue situations.
Serve as senior decision maker on escalated items.
Develop, Maintain and Revise daily production reports, SLA and Metrics.
Plan and organize workflows in order to meet operational service commitments.
Develop professional relationships with internal teams to help support our teams and our clients.
Collaborate with internal clients Employer & Sponsor Services, Participant Services, Relationship Management and Sales to building services and support processes.
Align department priorities to execute on business plan objectives to maximize revenues, client retention and organic sales.
Develop project plans and teams to achieve strategy and vision.
Process and Business Management:
Produce weekly/monthly production reports, metric reporting and capacity analysis.
Develop staffing strategies for appropriate allocation of resources to meet business needs and operational service commitments/objectives.
Document, Maintain and Revise operational workflows and Service Standards
Oversight of the day to day progression of daily processing responsibilities.
Maximize staffing allocations in support of the budget plan.
Monitor and actively manages department expenses and revenue generating activities to meet budget.
Identify areas of improvement within FuturePlan platform including workflows, policies, technology, products etc. Develop improvement plans, gain support and execute.
Work with peers in the senior management team to identify global issues and opportunities for improvement, make recommendations for changes and help implement.
Performs other duties and special projects as assigned across FuturePlan.
Responsible for protecting and securing all client data held by FuturePlan to ensure against unauthorized access to and/or improper transmission of information that could result in harm to a client.
The I-Client philosophy and 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.
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.
Assist with other tasks and projects as assigned.
Motivate, lead and support leadership team and associates to provide excellent associate direction.
Ensure that staff is properly trained to respond to clients in a professional and consultative manner.
Establish and manage team deliverables, ensuring that quality and production service level objectives are consistently met or exceeded. Responsible for providing leadership and staff with constant feedback on performance and areas of improvement; this includes conducting annual performance reviews.
Conduct regular staff meeting with leadership and teams providing updates, and receiving feedback.
Provide guidance to staff on a daily basis for escalated issues.
Develop leadership and staff expertise, ability and experience for career pathing within FuturePlan
Escalate awareness broad across appropriate teams issues requiring resolution; partner with internal departments to deliver timely resolution.
Actively seek out ways to improve associate satisfaction and deliver results.
Bachelor's degree in business administration, Management, Finance or equivalent work experience
6+ years' experience in the financial or retirement services industry or comparable experience
5+ years of previous Leadership experience
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.
Must be detail oriented and be able to work well within given timeframes and standards.
Familiarity MS-Office software applications, including Excel, PowerPoint, Word, & Visio (familiarity with Access preferred)
Ability to work overtime as necessary
Ascensus is a place to have a career, not just a job. As the largest US independent retirement and college savings services provider, we put our focus on people. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity. When you join our team, you get to go to work every day knowing that you help over 10 million Americans save for retirement and college.
Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws ("Protected Status").