Head of Operations Transformation & Integration

PCS Retirement, LLC; Pennsylvania; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

401(k) match

Medical insurance

Paid time off

Job summary

PCS Retirement, LLC, a leading retirement solution provider, seeks a Head of Operations Transformation & Integration to modernize recordkeeping operations and drive digital transformation across the organization. You will oversee cross-functional initiatives, lead AI-driven improvements, and manage post-acquisition integrations for a growing platform.

The role requires extensive leadership experience in retirement services, process optimization, and technology-enabled transformation, with a

Qualifications

• Bachelor's degree in Business Administration, Finance, Accounting, Management, Operations, Information Systems, or a related field; Master’s degree preferred.
• 15+ years of experience in retirement plan recordkeeping, financial services operations, operations transformation, business process improvement, or related operational leadership roles.
• 7+ years of progressive leadership experience managing operations, transformation, integration, process improvement, digital enablement, technology delivery, or client service teams.
• Deep understanding of defined contribution retirement plans, including 401(k), 403(b), 457, and related retirement products and recordkeeping services.
• Proven experience leading process improvement, operational transformation, workflow redesign, automation, or operational excellence initiatives in a complex service environment.
• Experience developing or implementing AI, automation, workflow, analytics, or digital solutions to improve operational efficiency and customer experience.

Responsibilities

• Lead process improvement and operational transformation across all functions of retirement recordkeeping operations and service, including but not limited to: Plan operations: new plan implementation, deconversions, plan maintenance, advisor and investment administration.
• Develop and implement AI solutions that improve operational efficiency, productivity, quality of service, and customer experience.
• Lead recordkeeping platform system conversions across all relevant areas of operations and service.
• Lead digital transformation for the Operations and Service organization, to enrich the digital journey of advisors, plan sponsors, participants and employees.
• Lead development and adoption of self-service by advisors, plan sponsors and participants, resulting in fewer phone calls and cases for self-service-able inquiries.
• Design and lead implementation for workflow redesign and enhancements, and salesforce case management integration, for better service and efficiency.
• Implement Lean and Kaizen event action plans, as well as other operational improvement initiatives.
• Reduce rework, NIGO (Not In Good Order), and escalations by establishing measurement and driving initiatives to improve upon them.
• Be accountable for defining, refining and measuring performance metrics across the Operations & Service organization, and analyze them for trend and action needed.
• Develop and maintain capacity models for all operations and service teams to ensure staffing levels commensurate with work demand, and drive productivity enhancement using tools such as ActivTrak.
• Be the lead for post-acquisition recordkeeping integration within Operations & Service, including all areas of platform integration, org design, transaction processing, plan implementation and operations, contact center integration (process, people, and platforms), service model and more.
• Manage approximately 5–8 direct reports, including Process Leads, a Capacity and Performance Analyst, and an Integration Analyst, ensuring clear accountability, strong execution, and measurable transformation outcomes.
• Partner with Product and Technology teams to define, prioritize, and implement system enhancements based on business impact, operational risk, client experience, feasibility, and implementation readiness.
• Lead change management, communications, stakeholder engagement, and adoption planning for process improvements, system enhancements, AI solutions, digital capabilities, integrations, and conversions.
• Build, develop, coach, and retain a high-performing team of transformation, integration, process improvement, reporting, analytics, and operational excellence professionals.
• Manage departmental priorities, budgets, vendor resources, and initiative funding to achieve operational, financial, and strategic objectives.

Skills

Leadership

Operations transformation

AI solutions

Digital enablement

Stakeholder management

Analytical thinking

Education

Bachelor's degree in Business Administration, Finance, Accounting, Management, Operations, Information Systems

Master's degree preferred

Tools

Salesforce

ActivTrak

Job description

PCS Retirement, LLC, a leading retirement solution provider, seeks a Head of Operations Transformation & Integration to modernize recordkeeping operations and drive digital transformation across the organization. You will oversee cross-functional initiatives, lead AI-driven improvements, and manage post-acquisition integrations for a growing platform.

The role requires extensive leadership experience in retirement services, process optimization, and technology-enabled transformation, with a