Director of Operational Efficiency

Accountabilities:

• Develop and implement a structured playbook of operational improvement initiatives across TPA operations.
• Identify operational pain points and translate findings into prioritized technology, process, and system improvements.
• Evaluate new tools, technologies, and industry best practices to improve efficiency, accuracy, scalability, and throughput.
• Partner with Product teams to roll out and drive adoption of technology solutions that enhance plan administration.
• Lead migrations to compliance and administration systems, including FT William and ASC, with a focus on data integrity, adoption, and minimal disruption.
• Own census scrubbing initiatives to improve the quality, completeness, and accuracy of plan data.
• Collaborate with Transformation and CRM teams to turn operational best practices into improved workflows, project templates, and repeatable processes.
• Implement straight-through processing within relevant administration systems to reduce manual work and increase processing efficiency.
• Project-manage technology adoption and operational initiatives across partner firms, including implementation plans, training, job aids, office hours, and ongoing support.
• Establish feedback loops between operational teams and Product to ensure user needs inform future technology enhancements.
• Participate in Product sprint reviews and demonstrations, representing operational priorities and providing actionable feedback.
• Track project progress, adoption, and outcomes to ensure initiatives are completed and deliver measurable improvements.
• Manage multiple initiatives simultaneously while maintaining strong execution, organization, and accountability.

Requirements:

• 10+ years of defined contribution plan administration experience, including at least 5 years in a senior or management role within a TPA firm.
• Hands-on experience managing a large and diverse portfolio of retirement plans; experience with 500+ plans is strongly preferred.
• Strong knowledge of compliance testing, Form 5500 preparation, employer contribution calculations, payroll reconciliation, and audit support.
• Demonstrated experience leading operational change through system migrations, technology implementations, training, and process improvement.
• Proven ability to manage project roadmaps from prioritization through cross-functional execution and completion.
• Track record of delivering measurable results through continuous process and technology improvements.
• Familiarity with multiple recordkeeping platforms, payroll providers, and financial services organizations.
• Experience with PensionPro, ASC, and FT William is strongly preferred; comparable TPA administration platforms will also be considered.
• Strong project management, organizational, analytical, and problem-solving skills, with the ability to manage multiple priorities simultaneously.
• Excellent written and verbal communication skills and the ability to work effectively with technical and non-technical stakeholders.
• Ability to operate independently, exercise sound judgment, and drive initiatives forward in a fast-paced, high-accountability environment.
• Collaborative approach with experience partnering across Administration, Product, Technology, Transformation, CRM, and other functions.
• QKA, QKC, QPA, CPC, or equivalent retirement plan administration designation is preferred.
• Master’s degree in Finance, Accounting, or a related field, or equivalent professional experience, is preferred.
• Experience contributing to or managing the P&L of a TPA practice, cost center, or operational unit is a plus.
• Experience in a PE-backed or high-growth professional services environment is preferred.
• Experience supporting M&A transactions involving retirement plans, including terminations, mergers, and asset transfers, is advantageous.
• Strong working knowledge of ERISA, IRS regulations, DOL guidance, and SECURE Act provisions applicable to qualified retirement plans is preferred.

Benefits:

• Flexible workplace with remote and hybrid options available for many roles.
• Flexible paid time off, including flexible and unlimited PTO options.
• Inclusive, collaborative, and respectful work environment.
• Opportunities for ongoing learning, professional development, and career growth.
• Comprehensive health, dental, vision, life, and disability coverage.
• Incentive bonus programs.
• Flexible working hours.
• Additional workplace perks and employee support programs.
• Specific benefits and programs may vary by partner and position.