Director, Client Service Operations

Ascensus; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Ascensus is seeking a Director of Government Savings Operations in the United States to lead a large, globally distributed team. The role focuses on optimizing processing, driving automation (RPA/AI), and delivering high-quality service to partners and clients.

The ideal candidate will shape operational strategy, manage KPIs such as budget, SLA, and quality, and collaborate across technology, product, and business teams to advance Ascensus' mission.

Qualifications

• Bachelor's degree and 10+ years of professional experience.
• 7+ years of leadership experience in financial services or operations.
• Experience leading large, multi-level or global teams.
• Experience with automation technologies such as RPA/AI.

Responsibilities

• Provide strategic leadership for Government Savings operations and align with goals.
• Drive process improvement, standardization, and optimization across teams, including global partners.
• Identify and implement automation opportunities using RPA, AI, and other enabling technologies.
• Monitor KPIs including budget adherence, SLA performance, quality, productivity, and escalations.
• Oversee transaction processing and client service activities across phone and processing teams.
• Lead workforce planning, including staffing models and capacity planning for peak/non-peak periods.
• Mentor managers and team leads to foster high performance and leadership pipeline.
• Collaborate with technology, product, and business partners to enhance systems and workflows.
• Ensure governance of policies and controls for regulatory and organizational compliance.
• Drive continuous improvement and operational excellence across regions.

Skills

Leadership

Process Improvement

Automation

RPA

AI

Cross-functional Collaboration

Strategic Planning

Education

Bachelor's degree

Tools

Lean/Six Sigma

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 agai