Director, Service Delivery

Responsibilities

Responsible for leading service delivery operations within Retirement Operations, ensuring the highest standards of service delivery for new business onboarding and client transition activities. Oversees multifunctional operations teams and service providers, with accountability for offshore vendor governance, conversion execution, quality, reporting outcomes, operational excellence, and customer-centric initiatives. Collaborates with senior leadership to drive strategic priorities, continuous improvement, risk management, and service delivery excellence.

• Develop and execute operational strategies supporting new business onboarding, client transition services, and service delivery objectives.
• Oversee day-to-day operations to ensure smooth functioning and timely delivery of services.
• Provide governance and oversight of offshore and third-party service providers, ensuring performance, quality, and service level expectations are achieved.
• Lead and oversee Large Market and Mid Market conversion activities, ensuring successful implementation and transition outcomes.
• Accountable for quality, reporting, training, and operational outcomes supporting all new business operations.
• Manage operational budgets and resources, ensuring optimal allocation of funds.
• Lead, mentor, and develop high-performing operational teams.
• Identify and implement opportunities for improvement throughout Operations and provide recommendations to executive leadership.
• Collaborate with cross-functional teams and stakeholders to improve performance, manage operational risks, and ensure a high level of customer satisfaction.
• Serve as an escalation point for complex operational, client, vendor, and conversion-related issues.
• Prepare and deliver ongoing management reports and operational insights to leadership and key stakeholders.
• Promote teamwork, accountability, risk management, and continuous improvement throughout the Operations function.

Qualifications

• Bachelor's degree in business or equivalent experience
• Ten years of retirement plan experience
• Business operations leadership experience
• Experience supervising employees
• Experience working with external clients in sales, sales support, relationship management, or post‑sale support
• Strong communication, interpersonal, and presentation skills
• Analytical, problem‑solving, and decision‑making skills
• Ability to manage multiple responsibilities under pressure
• Ability to understand and communicate complex or technical concepts
• Proficient with MS Word and Excel

Working Conditions

Hybrid (In Office: Tuesdays, Wednesdays, Thursdays). Occasional travel to support client meetings, internal collaboration, and service initiatives.

Pay

The Salary for this position generally ranges between $116,000 - $130,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law. Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.