Director, Client Service Operations

Ascensus; Charlotte, Northern (NC, KY); Hybrid; USD 150,000 - 190,000; Full time

Job summary

Ascensus is seeking a Director of Government Savings Operations to lead a large, global team, drive automation via RPA/AI, and optimize processes across Government Savings. This role requires strategic oversight of budgets, SLAs, quality, and client satisfaction, with collaboration across technology and product partners.

The position emphasizes scalable solutions, workforce planning, coaching leaders, and maintaining governance and controls while navigating peak seasons and evolving client needs.

Qualifications

• Bachelor’s degree with 10+ years of professional experience.
• 7+ years of leadership in financial services or operations management.
• Experience leading large, multi-level teams (global or matrixed).
• Experience implementing automation technologies such as RPA, AI, or workflow tools.
• Proven ability to manage KPIs including budget, SLAs, quality, productivity, and client satisfaction.
• Strong analytical, problem-solving, and decision-making capabilities.
• Ability to partner with technology teams.
• Experience with workforce planning and capacity management in a high-volume environment.
• Willingness to travel as needed for business and leadership development.

Responsibilities

• Provide strategic leadership and direction for Government Savings operations.
• Drive process improvement, standardization, and optimization across teams.
• Identify and implement automation opportunities leveraging RPA, AI, and other technologies.
• Maintain accountability for KPIs including budget, SLA, quality, productivity, and escalations.
• Oversee transaction processing and client service activities across teams.
• Lead workforce planning, staffing, and capacity management across peak and non-peak periods.
• Provide leadership, coaching, and development to managers and team leads.
• Collaborate with peer leaders to balance resources and drive consistency.
• Ensure governance of policies, procedures, and controls for compliance.
• Partner with technology, product, and business to enhance systems and workflows.
• Lead and support global operations through dotted-line structure.
• Drive a culture of continuous improvement and operational excellence.
• Communicate performance and client needs to stakeholders.
• Lead escalation management and root cause analysis to prevent recurrence.
• Support training and development aligned with business objectives.
• Develop and execute strategic roadmap for Government Savings operations.
• Participate in partner/client discussions to represent priorities.

Skills

Leadership

Strategic thinking

Process improvement

RPA/AI automation

Analytics

Stakeholder management

Operations management

Workforce planning

Education

Bachelor's degree

Tools

Lean Six Sigma

Automation tools (RPA/AI)

Job description

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.

Section 1: Position Summary

The Director of Government Savings Operations is responsible for the strategic oversight, leadership, and optimization of processing functions within Government Savings. This role leads a large organization of associates, team leads, and managers while also providing oversight and direction to a global operations team operating in a dotted-line reporting structure. The Director is accountable for driving operational excellence through process improvement, standardization, and scalable solutions across all teams.

This leader plays a critical role in shaping and executing the operational strategy by leveraging technology, including Robotic Process Automation (RPA) and Artificial Intelligence (AI), to improve efficiency, accuracy, and client experience. A strong understanding of transfer agency systems and operational workflows is essential to inform automation opportunities and drive continuous improvement initiatives.

The role requires end-to-end accountability for key performance indicators (KPIs), including budget adherence, SLA performance, quality, productivity, and escalation management. The Director must ensure consistent execution of policies, procedures, and controls while maintaining agility to respond to changing volumes, peak seasons, and evolving client needs. Strong leadership, strategic thinking, and cross-functional collaboration are essential to achieving business objectives and delivering high-quality service to partners and clients.

Proactively adopt, protect and boldly embrace emerging technologies (AI, automation, etc.), platforms, and evolving practices that accelerate transformational growth and advance Ascensus' mission and client commitments.

Section 2: Job Functions, Essential Duties and Responsibilities

• Provide strategic leadership and direction for Government Savings operations, ensuring alignment with organizational goals and client expectations
• Drive process improvement, standardization, and operational optimization initiatives across all teams, including global partners
• Identify, prioritize, and implement automation opportunities leveraging RPA, AI, and other enabling technologies to enhance efficiency and scalability
• Maintain accountability for key operational KPIs including budget adherence, SLA performance, quality, productivity, and escalations
• Oversee a diverse range of transaction processing and client service activities across phone and processing teams
• Lead workforce planning efforts, including staffing models, capacity planning, and resource alignment across peak and non-peak periods
• Provide leadership, coaching, and development to managers and team leads, fostering a high-performance culture and strong leadership pipeline
• Partner with peer leaders to balance resources, share best practices, and drive consistency across operational functions
• Ensure effective governance of policies, procedures, and controls to maintain compliance with regulatory and organizational requirements
• Collaborate with technology, product, and business partners to enhance systems and improve end-to-end operational workflows
• Lead and support global operations through a dotted-line structure to ensure alignment, consistency, and performance across regions
• Drive a culture of continuous improvement, accountability, and operational excellence
• Communicate effectively with internal and external stakeholders regarding performance, initiatives, and client needs
• Lead escalation management, ensuring timely resolution and root cause analysis to prevent recurrence
• Support training and development initiatives aligned with business objectives and evolving operational needs
• Partner with senior leadership to develop and execute the strategic roadmap for Government Savings operations
• Facilitate and participate in partner and client discussions as needed to represent operational priorities and performance
• Ensure the protection, security, and proper handling of all confidential data in accordance with organizational policies
• Demonstrate and reinforce organizational values, including I-Client Service philosophy and Core Values of People Matter, Quality First and Integrity Always®

Section 3: Experience, Skills, Knowledge Requirements

Bachelor's degree with 10+ years of professional experience; 7+ years of leadership experience in financial services or operations management

Demonstrated experience leading large, multi-level teams, including global or matrixed organizations

Strong background in process improvement, operational excellence, and continuous improvement methodologies (Lean, Six Sigma, or similar)

Experience implementing or leveraging automation technologies such as RPA, AI, or workflow tools in an operations environment

Proven ability to manage and drive performance against KPIs including budget, SLAs, quality, productivity, and client satisfaction

Strong analytical, problem-solving, and decision-making capabilities with the ability to translate data into actionable insights

Demonstrated technical aptitude and ability to partner effectively with technology teams

Experience with workforce planning and capacity management in a high-volume environment

Ability to operate effectively in a fast-paced, deadline-driven environment with flexibility during peak seasons

Excellent leadership, communication, and stakeholder management skills

Knowledge of 529 savings plans preferred but not required

Willingness to travel as needed for business and leadership development

Proactively adopt, protect and boldly embrace emerging technologies (AI, automation, etc.), platforms, and evolving practices that accelerate transformational growth and advance Ascensus' mission and client commitments.

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