In this role, you will lead a team responsible for delivering exceptional client service, payroll integration implementations, technical consulting, operational execution, and strategic business initiatives. You will provide leadership across Retirement Services Payroll functions while ensuring the successful delivery of operational, implementation, and technology-driven solutions.
The ideal candidate combines people leadership, operational excellence, project management, technical consulting, and payroll integration expertise to deliver scalable solutions that improve client outcomes, mitigate risk, and support organizational growth.
Key Responsibilities- Lead and develop a team of associates, fostering a culture of accountability, collaboration, performance results, and continuous improvement
- Oversee daily operational and implementation performance, productivity, and quality to drive business results
- Provide strategic oversight for payroll integration, engaging in technology updates related to retirement services payroll integration, and in compliance with regulatory and business requirements.
- Lead business analysis and technical consulting efforts, including requirements gathering, impact analysis, solution design, testing support, and implementation validation.
- Serve as the primary escalation point for complex client, operational, retirement services payroll, and systems-related issues.
- Partner with Product, Technology, Operations, Compliance, and Retirement Services leadership teams to align business objectives with scalable solutions and strategic initiatives.
- Lead cross-functional projects, complex initiatives, and organizational change efforts that improve efficiency, reduce risk, and drive operational efficiencies that improves the client experience.
- Analyze business performance, trends, identify opportunities, and provide data-driven recommendations to leadership. Drive operational optimization
- Champion innovation, continuous improvement, and associate development across all areas of responsibility.
Key Skills Requirement- Professional written and verbal communication skills with strong operations and client-facing mindset
- Background in client service, financial services operations, or 401k retirement services and payroll
- Strong organizational, prioritization, and problem-solving skills
- High attention to detail and accuracy
- Ability to work independently with and accountability.
- Ability to engage leaders/senior leaders timely, framing and clearing articulating the problem, proposing options and recommendations, requesting decisions/resources, as needed, tracking outcomes and closing the loop with key stakeholders
- Proficiency in Microsoft Office Suite, including Excel, Outlook, and Word, with a strong emphasis on Excel and use of AI tools
- Availability to work extended hours during peak periods, i.e. including occasional weekends for technical systems testing
Qualifications- Bachelor's degree in business, Information Technology, Human Resources, or related field.
- 4+ years of experience within Retirement Services, Payroll Services, Operations, Business Analysis, Project Management, or related disciplines.
- 3+ years of leadership experience managing associates, team leaders, analysts, or consultants.
- Strong project management, problem-solving, and analytical skills.
- Exceptional communication and stakeholder management abilities.
- Proven ability to lead cross-functional teams and drive business results.
Preferred Qualifications:- Deep knowledge of Retirement Services 401k administration, client communication, service and payroll operations experience.
- Experience leading payroll integrations, implementations, or technical consulting teams.
- Knowledge of requirements gathering, systems analysis, and software implementation methodologies.
- Experience supporting large-market retirement plans and payroll integrations.
- Lean, Six Sigma, PMP, or related retirement services certifications.
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