VP, Operations Transformation & AI Excellence

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

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