Retirement Onboarding & Conversions Lead

FIS; Jacksonville (FL); On-site; USD 90,000 - 135,000; Full time

Job summary

FIS is seeking an experienced leader to head retirement client onboarding, implementation, and conversion activities in the Jacksonville area. You will drive a client-centric culture and oversee end-to-end conversion programs with governance, testing, and readiness initiatives.

Join a team focused on operational excellence, metrics-driven improvements, and ongoing client satisfaction while mentoring associates and leading change across regulatory and product initiatives.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Leadership experience within retirement services, client onboarding, implementation management, or related operations.
• Experience managing complex client implementations, conversions, escalations, and cross-functional initiatives.
• Proven ability to use performance metrics, operational analytics, and client insights to drive results.
• Experience leading organizational change, process transformation, and service delivery excellence initiatives.
• Proficiency with Microsoft Office applications, project management tools, reporting platforms, and business systems.

Responsibilities

• Lead and develop a team responsible for retirement client onboarding, implementation, conversion, and ongoing service activities.
• Drive a client-centric culture focused on onboarding experiences, plan conversions, and client satisfaction.
• Oversee end-to-end conversion activities, including governance, risk mitigation, milestones, testing, and readiness.
• Partner with Sales, Relationship Management, Product, Operations, Technology, Compliance and Client Service teams.
• Establish and monitor performance metrics, implementation quality standards, and client satisfaction indicators.
• Develop capabilities by coaching associates and fostering accountability, engagement, and continuous learning.
• Champion change management for new products, regulations, and operational modernization.

Skills

Leadership experience

Client onboarding

Operational analytics

Performance metrics

Cross-functional collaboration

Change management

Education

Bachelor's degree or equivalent

Retirement services experience

Tools

Microsoft Office

Project management tools

Reporting systems

Job description

FIS is seeking an experienced leader to head retirement client onboarding, implementation, and conversion activities in the Jacksonville area. You will drive a client-centric culture and oversee end-to-end conversion programs with governance, testing, and readiness initiatives.

Join a team focused on operational excellence, metrics-driven improvements, and ongoing client satisfaction while mentoring associates and leading change across regulatory and product initiatives.