In this role as Sr. Director, you will primarily be responsible for ensuring the effective leadership and management of the Implementation processes and functions for new and existing clients within the Retirement Services (RS) Small Market Implementation team. You will lead over ~60 team members in total including 5 direct reports, providing strong leadership and executive presence to meet the needs within the Retirement Services Implementation Organization. This team is dedicated and supports the elite Implementation Project Managers (IPM) and referring partners. This is a client facing position.

WHAT YOU'LL DO EVERYDAY: Responsibilities

Reporting to the VP of Implementation, you will set team goals and provide guidance to the Implementation Management Team to successfully achieve these goals. You will be responsible for supporting the Implementation Project Manager's within the RS Implementation organization working with the Sales, Operations and Service teams to ensure that Starts, No Starts and NPS goals are met. You will create strong partnerships with New Business Setup and Service organizations as stakeholders in our work on behalf of shared clients.

You'll drive compliance to process and support process optimization in collaboration with the field along with continually measuring and communicating team performance against established goals providing guidance and course corrections, if necessary, with the goal of driving continuous improvement in delivering services to the client.

Client Relations

• Impact on Client Onboarding Experience and First Year Retention.
• Partner with Senior Leadership to continually assess, manage and improve the process of transitioning clients to service in a manner that creates client promoters and drives the increase of first-year client retention.
• Proactively manage risk by ensuring leaders are engaged in their assigned backlog, working directly with clients, associates, sales, and service partners, as appropriate, to drive successful client on-boarding and first year retention.
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.

Channel Management

• Responsible for leading the overall strategic direction, collaboration, and communication between the Implementation organization and key channel partners.
• Proactively engage with clients, associates, and internal partner organizations to gather, review, distribute and act upon critical information and feedback to improve the overall client and associate experience.
• Maintains a strategic understanding of key business partner organizations, processes, and related critical priorities all in an effort that the total client experience is considered in all decision making.
• Working with the senior leadership team of various teams to improve client satisfaction.

Strategic Initiatives

• Identify and execute continuous improvement opportunities targeted at improving the client experience, increasing productivity, and accelerating revenue.
• Lead across functions with Finance, Service, Implementation, Imp Ops and Sales to identify opportunities and implement change throughout the organization.
• Connect leaders to the priorities to successfully lead and implement change.
• Monitor all program-managed initiatives to ensure processes are followed and goals are achieved, including the completion of milestones on time and within budget.

TO SUCCEED IN THIS ROLE:

• 12+ years' experience in leadership and management plus at least 5 years of management experience including planning, budgeting, and associate development
• Exhibits Leadership Excellence, including identifying successful behaviors, ensuring the right talent in the right roles and a strong eye for talent acquisition building successful teams and leaders
• Proven ability and experience to develop and execute strategic business strategies
• Recognized as an individual with outstanding leadership skills, passion, professionalism, communication, and strategic business thinking
• A relationship builder who partners collaboratively internally and externally across the enterprise to ensure we are providing the best client experience and are achieving our business objectives
• Ability to anticipate and adapt to changing conditions and opportunities
• Highly analytical with the ability to tell the story based on the data and analytics
• Ability to coach and mentor others
• Ability to analyze data, draw conclusions, and create strategies based on the conclusions
• Ability to communicate effectively with all levels of the organization including speaking, listening, writing, and presenting
• Ability to collaborate effectively across business functions
• Ability to prioritize issues and work under the pressure of time constraints
• Ability to direct the design and implementation of processes and procedures

A college degree is preferred but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:

• Experience noted above, OR
• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

BONUS POINTS FOR THESE: Preferred Qualifications

• MBA or other advanced degree
• Knowledge of HCM (Human Capital Management) preferred, but not required
• Experience with external partnerships such as Broker, CPA, and Advisor channels
• Experience dealing with a large client volume

What are you waiting for? Apply today!