Head of Retirement Operations - Transformation & Integration

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 Activ Trak. 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.