Global Operations Director — Government Savings & Automation

Ascensus; Phoenix (AZ); On-site; USD 150,000 - 210,000; Full time

Job summary

Ascensus is seeking a Director of Government Savings Operations to lead a large, global, matrixed team and drive operational excellence across processing, client service, and governance. The role emphasizes leveraging RPA and AI to improve efficiency, accuracy, and client experience while managing budgets and performance against SLAs.

Strong leadership, strategic thinking, and cross-functional collaboration are essential.

Qualifications

• Bachelor’s degree with 10+ years of professional experience.
• 7+ years of leadership experience in financial services or operations management.
• Experience leading large, multi-level teams, including global or matrixed organizations.
• Experience implementing or leveraging automation technologies such as RPA or AI in an operations environment.

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.

Skills

Leadership

Strategic thinking

Process improvement

RPA

AI

KPI management

Stakeholder management

Cross-functional collaboration

Operations leadership

Budget management

Education

Bachelor’s degree

Tools

Lean

Six Sigma

RPA tools

Job description

Ascensus is seeking a Director of Government Savings Operations to lead a large, global, matrixed team and drive operational excellence across processing, client service, and governance. The role emphasizes leveraging RPA and AI to improve efficiency, accuracy, and client experience while managing budgets and performance against SLAs.

Strong leadership, strategic thinking, and cross-functional collaboration are essential.