Director, Retirement Operations

The Director of Retirement Operations is a strategic leader that will apply their knowledge, experience, and understanding of U.S. retirement regulations, products, systems, operational onboarding and ongoing service process to support and deliver a best-in-class customer experience. The Director is accountable for leading and managing all functions of B2B/B2C customer experience, internal service delivery management, managing daily risk and controls, and driving employee engagement.

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. You will help to shape a new retirement recordkeeping and trust operations ecosystem including the complimentary tenets of people, process, technology and data. You will be instrumental in developing a new culture focused on efficiently servicing, transforming and growing our U.S. Retirement business, while maintaining our reputation for service excellence.  

This is a Hybrid opportunity (Tues, Wed, Thurs in office) within our Boston, Toronto, or Montreal office locations.

Note: We are hiring for two available positions.

Position Responsibilities:

• Strategic Leadership: Develop and execute operational strategies that align with the products vision and goals, ensuring seamless integration and adoption of new features and capabilities.

• Team Management:
  • Lead, mentor, and inspire a diverse team across multiple operations functions, fostering a collaborative and high-performance culture.
  • Lead teams positively through transformative change in an agile manner, ensuring high level of employee engagement.
  • Execute dynamic service management of teams with more than one function.

• Process Optimization: Identify and implement process improvements to enhance efficiency, productivity, and quality of service delivery.
• Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders, ensuring clear communication and alignment on project objectives.
• Performance Monitoring: Measure key performance indicators (KPIs) and metrics to monitor and evaluate the success of operations and new feature implementations.
• Resource Allocation: Manage resource planning and allocation to ensure optimal utilization of personnel, budget, and technology.
• Risk Management: Identify potential risks and develop mitigation strategies to ensure smooth operations and minimize disruptions.
• Innovation and Growth: Drive innovation by staying updated on industry trends and emerging technologies and integrating them into the startup's operations.
• Customer Experience: Ensure that the digital experience meets customer expectations and enhances user satisfaction through continuous feedback and improvement.
• Compliance and Governance: Ensure all operations adhere to regulatory requirements and industry standards, maintaining high levels of compliance and governance.
• Decision Authorities: Manage project budgets.

Required Qualifications:

• 4-7 years management experience; demonstrated leadership ability and presence.
• 5-10 years industry experience.
• Bachelor's Degree Required.
• Firm understanding of U.S. Retirement marketplace and Plan Provider Services including recordkeeping, trust operations, and the surrounding ecosystem (Advisor, Sponsor, Participant, and TPA channels – digital, web, mobile).
• Expertise in one or more of the following end-to-end processes:
  • Presales through sold business, plan onboarding, participant enrollment, payroll and eligibility services, money in motion, distribution processing, plan compliance services, workflow, policies, and global cash and trade reconciliation.
• Flexibility, adaptability, agility – the capability to innovate and evolve while working through ambiguities associated with new processes, new systems, and new products.
• Track record of influencing and negotiating best practice acceptance and adherence by plan sponsors.
• Excellent customer service and communication skills (verbal and written).
• Ability to build and maintain relationships, develop partnerships, and gain consensus while focusing on professionalism.
• Expert problem solving, analytical, judgment, and decision-making skills.
• Demonstrated passion for providing client centric solutions.
• Ability to manage and implement complex projects.
• Strong risk assessment skills and attention to detail.

Preferred Qualifications:

• Experience working with the FI