Director, TPA Operations, Strategic Partnerships

Key Responsibilities

• Provide oversight for a diverse portfolio of defined contribution retirement plans, including owner-only plans, safe harbor plans, cross-tested plans, ESOPs, and large audited plans.
• Ensure timely and accurate completion of annual compliance testing, Form 5500 filings, participant disclosures, and all required regulatory reporting.
• Serve as a technical resource and escalation point for complex compliance, operational, and plan design matters.
• Support Plan Administrators through annual audits, IRS and Department of Labor examinations, plan corrections, voluntary compliance programs, and plan terminations.
• Consult on merger and acquisition activity impacting retirement plans, providing guidance on plan mergers, asset transfers, and operational integration requirements.
• Monitor legislative and regulatory developments and communicate implications to clients, advisors, and internal teams.
• Establish and maintain operational procedures, quality control standards, and best practices that promote consistency and scalability.
• Serve as a resource for Strongpoint's affiliated TPA partner firms during periods of capacity constraints, staffing transitions, or other operational needs.
• Collaborate closely with partner firm leadership to facilitate seamless transitions of plan administration responsibilities.
• Act as a technical consultant and operational resource for partner firms facing complex plan issues, regulatory challenges, or administrative questions.
• Foster strong relationships across the Strongpoint partner network while respecting and preserving existing client and advisor relationships.
• Maintain transparency with Strongpoint leadership regarding resource allocation, portfolio management, and partner support activities.
• Lead the onboarding, conversion, and implementation of new retirement plan clients and transferred books of business entering the Strongpoint network.
• Oversee onboarding and document teams responsible for plan setup, document preparation, recordkeeper coordination, payroll integration, and participant communications.
• Design, document, and continuously improve onboarding workflows, conversion processes, and quality assurance procedures.
• Develop scalable operational frameworks to support future growth and acquisition activity.
• Partner with Strongpoint's M&A and integration teams to facilitate retirement plan transitions associated with newly acquired firms.
• Monitor onboarding timelines and client experience metrics to ensure successful implementations.
• Serve as the senior relationship manager for assigned plan sponsor clients and key advisor relationships.
• Lead plan design consultations, annual review meetings, fiduciary discussions, and ongoing strategic planning conversations.
• Provide clients with cost-benefit analyses and recommendations regarding plan design enhancements, compliance strategies, and participant outcomes.
• Manage escalated service issues and complex operational challenges while maintaining client confidence and trust.
• Participate in advisor presentations, prospect meetings, industry events, and business development opportunities.
• Build and maintain long-term relationships with financial advisors, consultants, recordkeepers, and other strategic partners.
• Recruit, hire, onboard, and develop retirement plan administration professionals as the business grows.
• Create a high-performance culture focused on client service, accountability, collaboration, and continuous improvement.
• Assign and balance workloads based on plan complexity, staff capabilities, and organizational priorities.
• Conduct performance evaluations, establish development plans, and administer compensation and incentive programs.
• Provide technical training, coaching, and mentorship to strengthen team capabilities and succession planning.
• Identify opportunities to improve employee engagement, retention, and career progression within the organization.
• Own and manage the business unit profit and loss statement, understanding the financial impact of staffing, pricing, technology, and operational decisions.
• Develop and monitor budgets, forecasts, staffing plans, and productivity metrics.
• Identify opportunities to improve profitability, operational efficiency, and service delivery.
• Collaborate with executive leadership on strategic planning, growth initiatives, acquisition integration, and long-term business objectives.
• Evaluate technology solutions, vendor relationships, and operational investments that support scalability and client experience.
• Establish and track key performance indicators related to service delivery, employee performance, client satisfaction, and financial results.

Minimum Qualifications

• Bachelor's degree in Business, Finance, Accounting, Economics, Human Resources, or a related field.
• 10+ years of retirement plan administration experience within a Third-Party Administrator (TPA), consulting firm, recordkeeper, or related retirement services organization.
• Demonstrated experience managing complex defined contribution retirement plans and plan sponsor relationships.
• Strong technical knowledge of ERISA, Internal Revenue Code qualification requirements, IRS and DOL regulations, compliance testing, Form 5500 reporting, and plan correction programs.
• Previous experience leading teams, managing performance, and developing retirement plan professionals.
• Proven ability to manage multiple priorities while maintaining exceptional service standards.
• Excellent communication, presentation, consulting, and relationship management skills.
• Strong analytical, organizational, and problem-solving capabilities.

Preferred Qualifications

• ASPPA credentials such as QKA, QKC, CPC, QPA, TGPC, or equivalent industry certifications.
• Experience supporting retirement plan transitions related to mergers and acquisitions.
• Prior responsibility for departmental budgeting, financial management, or P&L oversight.
• Experience implementing operational improvements and scaling service organizations.
• Familiarity with multiple recordkeeping platforms and retirement plan administration systems.