Director of Recordkeeping Operations

YMCA Retirement Fund; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

YMCA Retirement Fund is seeking an accomplished retirement plan operations executive to lead an operations team, drive complex projects, and deliver superior customer experience and regulatory compliance.

You will partner across plan administration, client service, compliance, and technology to implement transformative solutions, improve efficiency, scalability, and data quality, and maintain industry-leading practices.

Qualifications

• 15+ years of retirement plan recordkeeping and operations experience.
• Proven leadership of high-performance teams.
• QKA and/or QPA certification preferred (optional per ad).

Responsibilities

• Lead and manage an operations team to deliver exceptional customer experience and regulatory compliance.
• Drive complex transformational projects that enhance recordkeeping and plan administration capabilities.
• Partner with business units across retirement plan administration, customer service, compliance, and technology to implement solutions.
• Promote data quality, workflow controls, and continuous improvement across operations.
• Identify process gaps and implement solutions to improve efficiency and scalability.

Skills

Change management

Operational leadership

Project management

Analytical thinking

Stakeholder engagement

Strategic planning

Education

Bachelor's degree

Job description

Brief Description

• Partner closely with retirement plan administration, operations, customer service, compliance, and technology team to design and implement solutions that support plan recordkeeping, participant services, and operational efficiency, while meeting business objectives and industry best practices.
• In partnership with the operational managers and the support of this role’s direct reports, identify, evaluate, and implement solutions to complex operational and business challenges, support strategic initiatives, process improvement and automation efforts; and lead transformational projects that enhance recordkeeping and retirement plan administration capabilities.
• Strong consulting and advisory skills; ability to think conceptually, handle ambiguity, solve complex problems, and make thoughtful recommendations.
• Ability to implement and drive changes, including demonstrated experience and knowledge of change management principles.
• Identify process gaps and proactively develop solutions and controls to ensure effective implementation and ongoing operations.
• Gather and document project scope and requirements, partnering with the Business Analyst who will translate them into formal technical requirements for IT developers.
• Promote a participant- and employer-centric culture focused on delivering exceptional end-to-end customer experience, operational excellence, process discipline, regulatory compliance, and continuous improvement.
• Conduct industry benchmarking to ensure best-in-class solutions relative to peers. Support cross-functional initiatives to improve data quality, workflow management, operational controls, and service outcomes across retirement plan administration and recordkeeping functions.

Requirements

• Bachelor's degree required.
• 15+ years of experience in retirement plan recordkeeping and operations, with a demonstrated track record of leading and executing transformative and strategic initiatives that enhance operational effectiveness, service delivery, and business performance
• Strong knowledge of defined benefits plans, defined contribution, and annuities strongly desired. Experience working for a multiple-employer plan a plus.
• Experience leading complex transformation and driving strategic execution.
• Experience leading teams, formally or informally, with a strong track record of success leading high-performance teams.
• Ability to work through ambiguity with intent and focus on results, with the ability to partner to develop solutions to complex issues.
• Analytical thinker who welcomes complex challenges
• Highly strategic; innovative thinker, quick study, with high energy and the ability to see the bigger picture, critical for success.
• Project management, execution, and management skills strongly desired.
• Strong verbal and written communication skills with the ability to engage with varied audiences required.
• Ability to foster relationships with colleagues at all levels in the organization.
• Qualified 401(k) Administrator (QKA) and Qualified Pension Administrator (QPA) certification preferred

Summary

The position reports to the SVP, Operations and Customer Service, and is responsible for managing an operations team, driving complex projects with the goal of achieving a superior experience for the customer and operational excellence.

This role requires an experienced retirement plan operations professional with a proven track record in a best-in‑class financial services or recordkeeping organization. The successful candidate will leverage industry‑leading practices and operational expertise to enhance the Fund’s administrative and service delivery capabilities. This role will own executing strategic and cross‑functional initiatives, improve operational processes, and identify opportunities to strengthen efficiency, scalability, and overall customer experience.