Director, Service Delivery

Aegon; United States; Hybrid; USD 116,000 - 130,000; Full time

Job summary

Aegon in the United States is seeking an experienced senior operations leader to oversee retirement service delivery, onboarding, and client transition activities. You will manage multifunctional teams and offshore vendors, driving performance, quality, and customer satisfaction across large market conversions.

You will collaborate with senior leaders on strategic priorities, risk management, and continuous improvement, while budgeting and mentoring high-performing teams.

Qualifications

• Bachelor's degree in business or equivalent experience.
• Ten years of retirement plan experience.
• Leadership experience in business operations.
• 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 abilities.
• Proficient with MS Word and Excel.

Responsibilities

• 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.

Skills

Leadership experience

Communication skills

Analytical thinking

Decision making

Problem solving

Education

Bachelor's degree in business or equivalent experience

Tools

MS Word

MS Excel

Job description

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.

Responsibilities:

• 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
• Travel to support client meetings, internal collaboration, and service initiatives

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.

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.