Director of Advisory Services Operations

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

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Voya Financial is seeking a dynamic and strategic Director to lead the Advisory Services Operations team and initiatives to deliver exceptional customer service. The ideal candidate will bring deep expertise in retirement regulations, operational excellence, and cross-functional leadership. 

Profile Summary:

Supports retirement planning and advice programs across all retirement Institutional markets in partnership with business segment leads.  Partners with Product Development and others to help manage the strategy, support implementation and the ongoing management of Retirement’s advisory services programs, including both discretionary and non-discretionary advice and guidance services delivered to retirement plans and participants.  

Profile Description:

• Manage Retirement Advice programs and Operational support team.
• Selects, trains, motivates staff.  Provides training and timely performance management for employees in department.  Administers company’s compensation plans.
• Directs the establishment of short and long-term objectives for the team in conjunction with Operations, Product Development/Advisory Services and Voya  goals. 
• Acts as liaison between business operations and technology partners. Sponsors new projects to enhance current processes, including customer support.
• Maintains internal and external customer relationships.
• Manages and directs activities of direct and indirect staff in all aspects of retirement advice programs in account management, enrollment and maintenance services, billing administration, collection and journal entries, policy issues and auditing to ensure consistency and quality.
• Reviews operational activities and work processes and makes necessary changes to ensure an efficient and effective operation to support business partners and customers and maximize profitability.
• Participates in and/or leads process improvement efforts within the team and across the organization, engaging necessary resources and facilitating necessary results.
• Oversight of installation and ongoing management of administrative systems from business user perspective.  Oversight management of mainframe and system enhancement projects and implementation of new technologies, etc.
• Stay actively engaged in the retirement advisory space by staying abreast of all advisory industry product and regulatory changes.
• Work with compliance, product management, risk management, distribution and other operations management teams to ensure compliance with policies and procedures, and timely issue resolution of any incident tickets.
• Maintain a customer service lens in analyzing challenges, ensuring customers are whole & driving to accurate and timely resolutions.
• Drive continuous improvement within operations and partnering with technology and product development.
• Manage and coordinate the implementation of advisory platform enhancements.
• Anticipate future changes including those that may affect customers' expectations of investment advisory products and services, technological development, changing customer segments, and evolving regulatory requirements.
• Analyze regulatory changes and how they may impact the investment advisory products and services.
• Solicit feedback from key stakeholders including product management, marketing, qualified plan business partners, independent broker