Head of Document and Agreements- Operations

Ascensus • Newton, MA

15d • $110,000 - $200,000 • Remote

About The Position

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow. Section 1: Position Summary The Head of Operations - Documents and Agreements is responsible for managing daily operations and leading several teams of associates (40 domestic and 45 offshore resources). This position will be involved in defining the operational strategies to efficiently meet operational SLAs and client expectations, developing the process and implementation of an operating playbook, maintaining a high level of customer service, developing, and maintaining strong operational controls, coaching leadership staff, crafting long-term strategic planning, and creating and monitoring budgets. The role will drive continuous improvement and fundamentally transform the day-to-day business overseeing the drafting and delivery of plan documents, service agreements, related documents, amendments, and all related system updates to ensure accurate and compliant plan administration on our recordkeeping platform. This role will direct and work with the business owners and other centers of excellence within service and operations to ensure client satisfaction and support while adhering to contractual standards for the assigned partners and products and shaping the document and agreement strategy. Specifically, they will partner with other senior leaders, Legal, Risk and Compliance, Institutional Relationship Management and Service to ensure our services and offerings are legislatively compliant and meet other legal standards such as data security.

Requirements

• Bachelor’s degree in business or equivalent work experience.
• 10+ years’ experience in financial services industry with a focus on operations.
• Proven leadership experience, with solid decision-making skills and building strong operational teams
• Demonstrated experience working with offshore operations centers
• High level of integrity and ethical judgment, with a commitment to fostering a culture of collaboration and service
• Excellent analytical and problem-solving skills
• Excellent written and verbal communication skills
• Must build and maintain strong relationships with a variety of internal and external counterparts
• Ability to travel
• For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace and there is also an expectation of family care being in place during business hours.
• Additionally, there is an internet work speed requirement of 25 Mbps or better for individual use.
• If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required.
• If you are unsure of your internet speed, please check with your service provider.
• Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router.
• Please ensure that you are able to meet these expectations before applying.

Nice To Haves

• Master’s degree preferred.
• Retirement industry experience a bonus.

Responsibilities

• Develop and execute strategic plans and company policies, maintain an open dialogue with stakeholders, and drive organizational success
• Provide leadership and management of:
• Operations teams responsible for document processing and system updates
• Global resources including ramping up cross-training efforts and effective utilization
• Achieving associate and revenue retention objectives
• Maintaining and developing operational controls
• Driving process and technology innovation
• Drive the successful execution of Mass Document Events to:
• Timely deliver legislative amendments, restatements and related agreements or documents
• Drive a positive delivery experience and client satisfaction
• Maximize efficiency through proper planning to drive lower execution costs while maximizing revenue
• Provide day-to-day leadership, direction, and coaching to accountable team members to achieve business results
• Responsible for organizational planning, annual staffing, operating plans, achieving revenue objectives, and budgeted expense targets
• Responsible for team reporting, data management, system updates, and technical enhancements
• Holds regular one-on-ones and team meetings to review strategic goals and initiatives, discuss individual development and performance, and promote team building
• Works in conjunction with cross functional teams and key stakeholders to set priorities for the approval and implementation of document processes and system updates
• Focused on continuous improvement for both internal and external customers including:
• Identifying and defining opportunities for greater efficiency and minimizing processes
• Identifying and rectifying inaccuracies of internal procedures
• Analyzing data to identify trends and opportunities
• Motivates and leads teams through change
• Identifies, tracks, and monitors key performance metrics and effects operational changes to improve performance
• Participates in strategic initiatives and collaboration opportunities across the organization
• Identifies risks and develops solutions to address, mitigate and / or eliminate
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Work with their leadership team of 3 to 4 direct reports, to establish and manage team deliverables, ensuring that service level objectives are consistently achieved or exceeded
• Develop leaders through formal and informal coaching to:
• Leading associates
• Developing constructive working relationships
• Expanding operational skills and document managements knowledge
• Drive strategic thinking and incorporate foundational best practices
• Evolving and building broader business acumen
• Provide guidance to the leadership team and staff daily related to overall workload and in addressing service escalations timely and completely
• Responsible for providing leadership and staff with consistent feedback on performance and areas of improvement, including conducting annual performance reviews
• Develop leaders and staff expertise, abilities, and skills to demonstrate our commitment to the development of our associates and drive their career paths
• Ability to incorporate large teams of temporary and offshore associates for extended periods of time to drive the successful execution of legislative amendments and restatements known as “mass events”
• Continuously and actively seek out ways to improve associate satisfaction and deliver client-driven results

Benefits

• 401(k) match
• Medical
• Dental
• Vision
• Paid-Time-Off

What This Job Offers

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