Retirement Operations Director - Member Participant

Role and Responsibilities

The Retirement Operations leader is expected to work closely with the global functional leaders to support both the day-to-day processing and transformation of our function. Global Retirement Ops has kicked off a multi-year transformation journey to drive digitization, automation, and increase straight through put processing and leverage our global hub for more end-to-end functions.

We’re looking for a leader who demonstrates a strong operational processing background including a strong focus on efficiency and risk mitigation. A collaborative, transparent leader who can create and communicate a vision and engage individuals to work towards objectives. This role requires a highly visible leader who can drive change through relationships, thought leadership and exceptional business knowledge and the ability to get things done.

The role will report locally to management and report functionally to Retirement Operations for GWAM. Responsibilities include the following:

• Manage the day-to-day business relationship management and oversight of services with a proven track record of managing global cross functional relationships.
• Responsible for the escalation and quick resolution of any operational service issues.
• Ensures that work is integrated across teams and that the work produced meets service level standards and exceeds quality standards.
• Contributes to the development of overall procedures and policies. Ensures these are executed as intended by subordinate teams through subordinate managers.
• Develop the capability of the service by leveraging expertise in investment products, operational excellence practices, and the transaction/customer lifecycle.
• Support and deliver on key transformation strategies of the group, as a priority, which includes strategic reviews on existing processes and submission of business cases for prioritization in the change agenda.
• Establish a high level of credibility and build professional relationships with our business partners and our customers.
• To ensure customer-centered outcomes, manage business relationships and act as a business partner for our Business Unit service recipients. Enable feedback channels to the business to align expectations and priorities.
• Periodically refresh service level standards across the teams to align to business requirements and manage the achievement of KPIs as defined within the Service Level Agreements and Schedule of Services.
• Manage and mitigate operational risk and ensure that issues are escalated timely and resolution is effective. Validate the accuracy of operational risk heat maps and other risk assessments. Accountable for timely and effective closure of audit points.
• Timely and effective delivery on KPI and KRI reporting, business dashboards and other metrics as required.
• Drive the sharing of best practices, fostering collaboration, and innovation across the teams.
• Execute on strategic priorities and evolve the service delivery model toward a scalable and strategic global business shared service.
• Develop the capability and functional expertise through training/development, coaching/mentoring, strategic talent management, succession-planning, and supporting mobility.
• Ensure that the Governance model and Operating Standards are adhered to.
• Manage a growing team with responsibility for hiring, compensation, promotion, and performance management.
• Participates in strategic business planning activities and helps translate to business initiatives.
• People management responsibilities include hiring, compensation strategy, promotion, performance management, and capability development of direct reports and their subordinate teams.

Behaviors

• Customer focused operator capable of leading change so the customer and strategy are at the forefront when designing a solution.
• A doer with entrepreneurial attitude and passion for innovative work that drives results.
• Collaborative and transparent working style with an open, honest, and direct approach.
• Flexible, steady under pressure, and willing to switch gears quickly.
• Strong curiosity and desire to make the complex clear and to always ask “why”
• Organized, self-directed, efficient, and able to manage complex projects
• Strong team player who will contribute to the Global Retirement Operations strategy

Qualifications

• 8+ years of relevant experience in Retirement Operations and/or Wealth Management
• Commitment to client service & problem resolution
• Sound operations management acumen with a solid understanding of the business environment through practical experience.
• Strong people management experience (5+ years) to lead, manage and develop professional staff.
• Experience in working in a broad Matrix organization listening and using influence to make an impact. Proven track record and positive reputation to influence others and move toward a common vision or goal, within and/or beyond their business area.
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