Director, Service Delivery

Transamerica•Cedar Rapids, IA

3d•$116,000 - $130,000•Hybrid

About The Position

Responsible for leading service delivery operations within Retirement Operations, ensuring the highest standards of service delivery for new business onboarding and client transition activities. Oversees multifunctional operations teams and service providers, with accountability for offshore vendor governance, conversion execution, quality, reporting outcomes, operational excellence, and customer-centric initiatives. Collaborates with senior leadership to drive strategic priorities, continuous improvement, risk management, and service delivery excellence.

Requirements

Bachelor's degree in business or equivalent experience
Ten years of retirement plan experience
Business operations leadership experience
Experience supervising employees
Experience working with external clients in sales, sales support, relationship management, or post‑sale support
Strong communication, interpersonal, and presentation skills
Analytical, problem‑solving, and decision‑making skills
Ability to manage multiple responsibilities under pressure
Ability to understand and communicate complex or technical concepts
Proficient with MS Word and Excel

Responsibilities

Develop and execute operational strategies supporting new business onboarding, client transition services, and service delivery objectives.
Oversee day-to-day operations to ensure smooth functioning and timely delivery of services.
Provide governance and oversight of offshore and third-party service providers, ensuring performance, quality, and service level expectations are achieved.
Lead and oversee Large Market and Mid Market conversion activities, ensuring successful implementation and transition outcomes.
Accountable for quality, reporting, training, and operational outcomes supporting all new business operations.
Manage operational budgets and resources, ensuring optimal allocation of funds.
Lead, mentor, and develop high-performing operational teams.
Identify and implement opportunities for improvement throughout Operations and provide recommendations to executive leadership.
Collaborate with cross-functional teams and stakeholders to improve performance, manage operational risks, and ensure a high level of customer satisfaction.
Serve as an escalation point for complex operational, client, vendor, and conversion-related issues.
Prepare and deliver ongoing management reports and operational insights to leadership and key stakeholders.
Promote teamwork, accountability, risk management, and continuous improvement throughout the Operations function.

Benefits

Competitive Pay
Bonus for Eligible Employees
Pension Plan
401k Match
Employee Stock Purchase Plan
Tuition Reimbursement
Disability Insurance
Medical Insurance
Dental Insurance
Vision Insurance
Employee Discounts
Career Training & Development Opportunities
Paid Time Off starting at 160 hours annually for employees in their first year of service.
Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
Adoption Assistance
Employee Assistance Program
Back-Up Care Program
PTO for Volunteer Hours
Employee Matching Gifts Program
Employee Resource Groups
Inclusion and Diversity Programs
Employee Recognition Program
Referral Bonus Programs