Director, Retirement Operations

As we continue to look for new solutions to improve our retirement plan recordkeeping capabilities and improved customer experiences, our business is focused on reaching our bold ambition while we help people around the world save and invest so they can confidently achieve their retirement goals.​ 

This role represents an opportunity to be at the forefront of transformation, innovation, and service excellence for our U.S. Retirement business within the Global Wealth and Asset Management (GWAM) segment. The Director of Retirement Operations – Payroll Services will lead and manage the development of a comprehensive Payroll Strategy.  This will include conducting a market analysis to compare the FutureChoice Initial Offer (IO) to industry standards, creating a business case for change including a market competitive offer at or as soon as practicable after go live and integrating payroll process automation and data standards to support product development, client onboarding and ongoing payroll servicing.

The ideal candidate will have a strong background in retirement plan administration, product management and operations, exceptional project management skills, and the ability to lead cross-functional teams that work collaboratively to design creative solutions while always having the customer at the forefront of their thinking.

They will work closely with our Operations, Transformation, Sales, Service, Technology and Product Teams. Applicants require background and experience in analytical roles, a proven ability to work closely with various stakeholders, and a strong desire to learn what is needed to properly support the business for the future. 

Key Responsibilities:

• Leadership and Team Management: Build and lead high-performing teams. Provide guidance, training, and mentorship to foster a culture of innovation, engagement, and continuous improvement.  Assess current state Payroll Strategy for FutureChoice, develop a business case for change to ensure market competitive offer at or as soon as practicable after go-live.
• Project Oversight: Lead Operations Payroll strategy and delivery, encompassing all phases from planning thru execution to integrate payroll process automation and data standards to support product development, client onboarding and ongoing payroll servicing.
• Strategic Planning: Develop and implement a comprehensive transition strategy aligned with organizational transformation goals, ensuring data accuracy, security, and availability. Work closely with client-facing leaders understand market requirements and differentiators by highlighting their benefits. Manage resource planning and allocation to ensure optimal utilization of personnel, budget, and technology.
• Risk Management: Conduct thorough analysis to identify potential risks in file and data mapping and develop strategies to mitigate these risks, ensuring business continuity.
• Performance Measurement: Define and monitor KPIs to evaluate the success of Payroll Sponsor Services. Continuously optimize processes to improve efficiency, effectiveness, and client satisfaction.
• Stakeholder Engagement: Collaborate with internal teams, including Sales, Relationship Management, Product, Compliance, and IT, to coordinate development including processes and procedures. Serve as the primary contact Payroll Sponsor Services, ensuring clear communication and addressing concerns as they arise.
• Regulatory Compliance: Ensure compliance with regulatory requirements and industry standards.
• Reporting: Prepare and present regular updates and status reports to senior management and stakeholders.
• Additional Responsibilities: Perform other duties as assigned.

What do you bring to the table

• You love seeing your team and members of your team succeed.
• You love driving progress forward – even when there is still a lot to figure out.
• You never lose sight of the customer - their needs and their experience in doing business with us is always at the forefront of your thinking.

Qualifications

• Expert-level knowledge of US Retirement recordkeeping platforms and ecosystems.
• US Retirement Industry experience transforming Payroll Sponsor Services.
• Knowledge of Payroll Services providers in the external marketplace.
• Vendor management and negotiations.
• Six Sigma / BPI or Agile experience.
• Proven ability to lead and collaborate.
• Strong analytical skills and requirement gathering experience in project management.
• Excellent customer service, communication and interpersonal skills.
• Technologically savvy with a passion for learning and innovation.
• A positive and proactive results-oriented attitude.