Head of Operations Transformations & Integrations

PCS Retirement, LLC; Pennsylvania; On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

401(k) match

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short/long term disability

Paid time off

Job summary

PCS Retirement, LLC, a leading retirement solutions provider, seeks a Head of Operations Transformation & Integration to drive modernization across recordkeeping operations and service. You will lead process improvements, digital transformations, and post-acquisition integrations, partnering with Product and Technology to deliver measurable outcomes.

The role requires deep DC plan knowledge, 15+ years in relevant ops leadership, and a track record of building high-performing teams.

Qualifications

• Bachelor’s degree in relevant field.
• 15+ years of experience in retirement plan recordkeeping, financial services operations, operations transformation, business process improvement, or related leadership roles.
• 7+ years of progressive leadership experience in operations, transformation, integration, or digital enablement.
• Deep understanding of defined contribution retirement plans (401(k), 403(b), 457).
• Experience developing or implementing AI, automation, workflow, analytics, or digital solutions.
• Experience leading system conversions, platform migrations, or major technology implementations.
• Experience supporting mergers, acquisitions, or large-scale client transitions.
• Ability to partner with Product/Technology to prioritize system enhancements and drive execution.
• Proven ability to establish and manage operational metrics, dashboards, and capacity models.
• Executive communication, stakeholder management, and cross-functional influence.

Responsibilities

• Lead process improvement and transformation across retirement recordkeeping operations and service.
• Develop and implement AI solutions to improve efficiency and customer experience.
• Lead platform system conversions across operations and service.
• Drive digital transformation for the Operations and Service organization.
• Lead development and adoption of self-service by advisors and sponsors.
• Design and lead workflow redesign and Salesforce integration for better service.
• Implement Lean/Kaizen initiatives and other operational improvements.
• Reduce rework, NIGO, and escalations with measurable initiatives.
• Define and measure performance metrics across Operations & Service.
• Build capacity models to ensure staffing aligns with demand.

Skills

Leadership

Operations management

Process improvement

Data analytics

Executive communication

Education

Bachelor’s degree

Master’s degree preferred

Tools

ActivTrak

Salesforce

Job description

Description

Company Overview

PCS Retirement, LLC, a subsidiary of FSG Parent L.P., is one of the nation's largest independent and conflict-free retirement solution providers in the industry. PCS provides recordkeeping services to 19,000 plans and 850,000 eligible participants representing more than $26 billion in assets under administration. PCS' comprehensive retirement solutions platform includes business development tools for financial advisors, a data-driven recordkeeping technology that supports all types of retirement plans [401(k), 403(b), 457, Cash Balance, Defined Benefit, Non-Qualified], individual retirement accounts (including payroll deduction IRAs), and health savings accounts.

At PCS Retirement, we cultivate an environment built on trust, where every team member is empowered to take ownership and contribute to our shared vision. Through collaborative teamwork we foster growth, both personally and professionally, ensuring that together we exceed expectations and achieve remarkable success.

To learn more, visit https://www.pcsretirement.com/

Job Summary

The Head of Operations Transformation & Integration leads the modernization of retirement recordkeeping operations and service by improving processes, driving digital and platform transformation across Operations & Service, and integrating future acquisitions.

Job 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. Distribution and contributions services. Financial operations: trading, reconciliation, research and corrections.
• 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.

Requirements

• 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.
• Demonstrated 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.
• Experience leading system conversions, platform migrations, technology implementations, or large-scale operating model changes preferred.
• Experience supporting mergers, acquisitions, operational integrations, or large-scale client and platform transitions preferred.
• Strong ability to partner with Product and Technology teams to prioritize system enhancements, translate business needs into requirements, and drive execution through implementation.
• Proven ability to establish and manage operational metrics, dashboards, scorecards, productivity reporting, capacity models, and transformation benefit tracking.
• Strong analytical, problem-solving, prioritization, and decision‑making skills with the ability to connect operational data to business outcomes.
• Strong executive communication, stakeholder management, and cross‑functional influence skills.
• Strong people leader with a track record of developing high‑performing teams and building scalable organizational capabilities.
• High level of integrity, accountability, sound judgment, and professional maturity.

Remote Work Information

For all virtual remote positions, in order to ensure employees can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 50 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Please ensure that you are able to meet these expectations before applying.

Compensation Information

Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. We do not anticipate candidates to be paid at the top of the range however, from time to time, it may occur on a case‑by‑case basis. Other rewards and benefits may include: 401(k) match, medical, dental, vision, life insurance, short and long term disability, paid-time off, etc. For more information, please visit pcsretirement.com/careers

Additional Information

As an employer, PCS believes our success depends on diversity, inclusion, and mutual respect among our team members. We want to look like our customers, and we recruit, develop, and retain the most hardworking people from a diverse candidate pool. We are committed to making all employment decisions based on business need, merit, capability, and equality of opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.