Head of Retirement Operations - Transformation & Integration

Confidential; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

Confidential Retirement Services seeks a results-driven Head of Operations Transformation & Integration to modernize recordkeeping operations and service. You will lead cross-functional teams, implement AI solutions, and manage post-acquisition integrations to deliver measurable gains in efficiency and client experience.

This role requires deep retirement industry knowledge, executive communication, and a track record of delivering large-scale transformations in complex environments.

Qualifications

• Extensive retirement services operations experience.
• Proven leader in transformation and integration.
• Experience with AI, automation and digital platforms.
• Strong vendor, budget and program management.
• Executive communication and stakeholder engagement.

Responsibilities

• Lead process improvement and operational transformation across retirement recordkeeping and service.
• Develop and implement AI solutions to boost efficiency and customer experience.
• Oversee recordkeeping platform system conversions and digital transformations.
• Define and measure performance metrics and capacity models across teams.
• Lead post-acquisition integrations and cross-functional product/tech collaboration.
• Build and coach a high-performing transformation team.
• Drive change management and adoption across initiatives.

Skills

Operations transformation

Process improvement

AI solutions

Leadership

Change management

Stakeholder management

Cross-functional leadership

Performance metrics

Strategic planning

Data-driven decision making

Education

Bachelor's degree in Business Administration or related field

Master's degree preferred

Tools

ActivTrak

CRM systems

Data analytics tools

Job description

A growth-oriented, Retirement Services company is seeking an innovative, and results-driven transformation and integration leader to join our winning team. If you are ready to challenge existing processes, drive measurable efficiency, improve customer experience, and have a proven track record of delivering operational transformation in the retirement services space—including the recent adoption of AI capabilities—this is the opportunity for you!

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.

Key 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.

Job 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.