Vice President, Implementation & New Business

PCS Retirement, LLC•Philadelphia, PA

1h•$127,000 - $165,000•Remote

About The Position

The Vice President, Implementation & New Business is responsible for leading all aspects of client onboarding, plan transitions, offboarding activities, and ongoing plan maintenance for a retirement recordkeeping organization. This executive role serves as a critical link between Sales, Relationship Management, Operations, Compliance, and Technology to ensure seamless plan conversions, exceptional client experiences, operational excellence, and risk management. The VP will develop and execute implementation strategies, oversee complex plan conversions, optimize operational processes, and build a high-performing team dedicated to delivering accurate, timely, and scalable recordkeeping services. As a key driver of growth, the VP will own the end-to-end implementation experience and position implementation excellence as a competitive differentiator in the marketplace. The role is responsible for creating conversion and onboarding experience that enhances client confidence, accelerates new business success, strengthens referral opportunities, and supports the company's ability to win and retain new clients. The ideal candidate combines deep retirement industry expertise with strong leadership, project management, and client-facing capabilities.

Requirements

Bachelor's degree in Business Administration, Finance, Accounting, Management, or a related field; Master's degree preferred.
10+ years of experience in retirement plan recordkeeping, administration, or financial services operations.
7+ years of progressive leadership experience managing implementation, conversions, operations, or client service teams.
Recognized as a strategic business partner who understands how operational excellence and client experience contribute directly to revenue growth, client retention, and market differentiation.
Strong understanding of defined contribution retirement plans, including 401(k), 403(b), and related retirement products.
Deep knowledge of retirement plan administration, recordkeeping, ERISA regulations, IRS guidelines, and industry best practices.
Strong project management and implementation leadership skills.
Proven ability to lead cross-functional teams and influence stakeholders at all organizational levels.
Exceptional client relationship management and executive communication skills.
Strong analytical, problem-solving, and decision-making abilities.
Experience implementing process improvement and operational excellence initiatives.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Strong risk management, compliance, and quality control mindset.
Experience working with retirement plan recordkeeping platforms and related technologies.
Proficiency with operational reporting, metrics, and performance management.
Strategic thinker with a focus on execution and results.
Strong people leader with a track record of developing high-performing teams.
Customer-centric mindset with a commitment to service excellence.
Ability to drive organizational change and continuous improvement.
Collaborative leadership style with strong partnership and influence skills.
High level of integrity, accountability, and professional judgment.

Nice To Haves

Industry certifications such as QKA, QPA, CPC, APA, or PMP preferred.
Experience supporting mergers, acquisitions, and large-scale client transitions preferred.
Familiarity with workflow automation, operational transformation, and digital implementation tools preferred.

Responsibilities

Own the overall implementation experience and establish onboarding excellence as a strategic differentiator for the organization.
Lead the Plan Maintenance and Plan Termination/Offboarding functions for the organization.
Develop and execute best practices, strategic goals, performance metrics, and operational plans for all new business implementations and ongoing plan administration activities.
Oversee the successful onboarding and conversion of new retirement plans, ensuring projects are completed on schedule, within scope, and with minimal disruption to clients and participants.
Direct plan offboarding and termination activities, including asset transfers, regulatory requirements, vendor coordination, and client communications.
Ensure efficient and accurate execution of ongoing plan maintenance requests, including plan amendments, eligibility changes, contribution updates, mergers, acquisitions, and other administrative changes.
Leverage client feedback, implementation metrics, and market insights to continuously enhance the onboarding experience and improve competitive positioning.
Establish and maintain implementation and maintenance service standards that drive exceptional client satisfaction and retention.
Partner closely with Sales, Relationship Management, Legal, Compliance, Operations, Product, and Technology teams to ensure seamless client transitions and service delivery.
Collaborate with Product and Technology teams to develop tools and solutions that simplify onboarding and create best-in-class client experience.
Serve as executive sponsor for complex or high-profile client implementations and conversions.
Identify opportunities to improve workflows, automate processes, and enhance operational efficiency.
Monitor implementation and maintenance performance through KPIs, SLAs, and quality metrics.
Ensure compliance with ERISA, IRS, DOL, SEC, and other applicable regulatory requirements.
Manage operational risk through strong controls, documented procedures, and quality assurance practices.
Lead issue resolution and escalation management for client onboarding, maintenance, and offboarding activities.
Develop staffing strategies, organizational structures, and succession plans to support business growth.
Recruit, develop, coach, and retain high-performing managers and team members.
Participate in strategic planning initiatives and contribute to organizational growth and scalability.
Manage departmental budgets and resource allocation to achieve operational and financial objectives.
All other duties as assigned.