Director of Operations – Retirement Plan Services

Hub International Insurance • Austin, TX

1d • $95,000 - $100,000 • Hybrid

About The Position

The Director of Operations is responsible for leading and optimizing core operational functions supporting the administration of retirement plans, with direct oversight of Customer Service, Payroll Processing, and Participant Distributions. This role ensures operational excellence, regulatory compliance, and a high-quality service experience for plan sponsors and participants. The Director will manage day-to-day operations while driving continuous improvement, scalability, and risk mitigation across teams and processes. This position works closely with Compliance, Technology, Accounting, and Client Service teams to ensure timely, accurate, and compliant execution of retirement plan transactions in accordance with ERISA, IRS, and DOL regulations.

Requirements

• Bachelor’s degree in Business, Finance, Accounting, or a related field, or equivalent industry experience.
• 3-5 years of experience in retirement plan operations or financial services operations, with experience in leading teams in customer service, transaction processing and operations.
• Strong knowledge of retirement plan administration, including payroll contributions and participant distributions.
• Working knowledge of ERISA, IRS, and DOL regulations.
• Experience with retirement plan recordkeeping platforms and payroll integrations.
• Proven ability to lead operational teams and drive process improvement initiatives.
• Strong operational leadership and people management skills.
• Excellent problem-solving and analytical abilities.
• Ability to manage multiple priorities in a deadline-driven, highly regulated environment.
• Exceptional communication skills with the ability to interact effectively with clients, vendors, and internal stakeholders.
• Detail-oriented with a strong focus on accuracy, compliance, and risk management.
• Customer-focused mindset with a commitment to service excellence.

Responsibilities

• Operational Leadership Provide strategic and day-to-day leadership for Customer Service, Payroll Processing, and Distribution teams.
• Establish performance standards, service level agreements (SLAs), and operational metrics to ensure consistent, high-quality service delivery.
• Drive operational scalability to support business growth and evolving client needs.
• Compliance, Risk & Controls Ensure operational processes comply with ERISA, IRS, DOL, and applicable state regulations.
• Implement and maintain internal controls to mitigate operational, financial, and regulatory risk.
• Identify root causes of operational errors and implement corrective and preventive actions.
• Process Improvement & Operational Excellence Identify opportunities to improve efficiency, accuracy, and scalability through process redesign and automation.
• Use operational data and KPIs to drive performance improvements and informed decision-making.
• Collaborate with Technology and Product teams on system enhancements impacting customer service, payroll, and distributions.
• Team Leadership & Development Lead, coach, and develop managers and team members across operational functions.
• Foster a culture of accountability, continuous improvement, and client-focused service.
• Support workforce planning, training, and succession development.
• Cross-Functional & Stakeholder Collaboration Partner with Client Relationship Management, Sales, Compliance, Finance, and Technology teams to support client needs and operational initiatives.
• Communicate operational performance, risks, and improvement initiatives to senior leadership.
• Support client onboarding, plan conversions, and large-scale operational changes.

Benefits

• $95,000-$100,000 salary
• 15-20% yearly discretionary bonus
• Medical insurance, Vision insurance, Dental insurance, 401(k) plus match, Company Paid STD, Life Insurance, & parental leave
• Monday-Friday (8am-5pm)
• 2 weeks of vacation, sick leave, personal days, and floating holiday’s

What This Job Offers

• Job Type: Full-time
• Career Level: Manager