Vice President Operations

Confidential; United States; On-site; USD 180,000 - 280,000; Full time

Job summary

Confidential in the United States seeks a Head of Operations Transformation & Integration to modernize retirement recordkeeping operations and service. You will drive digital and platform transformation across Operations & Service and integrate future acquisitions to deliver measurable improvements.

The role leads AI initiatives, oversees system conversions, and mentors a team of transformation, integration, analytics, and operations professionals, aiming to elevate customer experience

Qualifications

• 15+ years of experience in retirement plan recordkeeping, financial services operations, operations transformation, 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.
• 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 retirement recordkeeping operations and service, including plan implementation, deconversions, plan maintenance, and distribution and contributions services.
• Develop and implement AI solutions that improve operational efficiency, productivity, quality of service, and customer experience.
• Lead recordkeeping platform system conversions across operations and service.
• Lead digital transformation for the Operations & 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.
• Implement Lean and Kaizen event action plans and other operational improvement initiatives.
• Reduce rework, NIGO, and escalations by establishing measurement and driving improvement.
• Be accountable for defining, refining and measuring performance metrics and capacity models.
• Partner with Product and Technology teams to define and implement system enhancements based on business impact and feasibility.
• 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 objectives.

Skills

Process improvement

Operational transformation

AI solutions

Workflow redesign

Salesforce integration

Lean Kaizen

Capacity modeling

Change management

Stakeholder engagement

Team leadership

Education

Bachelor's degree

Master's degree preferred

Tools

Salesforce

ActivTrak

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.