Overview As Director of Government Savings Operations, you will lead a large, global team to optimize processing within Government Savings and drive operational excellence. You will shape and execute the operations strategy, leveraging automation and AI to boost efficiency, accuracy, and client experience. You will own KPIs such as budget, SLAs, quality, and productivity, while partnering with technology and business teams to improve end-to-end workflows. This role offers high-impact opportunities to transform transfer-agent processes and scale operations in a dynamic, client-driven environment.
Responsibilities- Provide strategic leadership for Government Savings operations aligned with company goals
- Drive process improvement, standardization, and optimization across teams, including global partners
- Identify and implement automation opportunities using RPA, AI, and other technologies
- Maintain accountability for KPIs: budget adherence, SLA performance, quality, productivity, escalations
- Oversee transaction processing and client service activities across phone and processing teams
- Lead workforce planning, capacity management, and resource alignment for peak and non-peak periods
- Coach and develop managers and team leads to foster high performance and leadership pipeline
- Collaborate with technology, product, and business partners to enhance systems and workflows
- Ensure governance of policies, procedures, and controls for regulatory and organizational compliance
- Lead and support global operations through a dotted-line structure for consistency across regions
- Promote continuous improvement and operational excellence culture
- Communicate performance, initiatives, and client needs to stakeholders
- Lead escalation management with root-cause analysis to prevent recurrence
- Support training and development aligned with business needs
- Develop and execute strategic roadmap for Government Savings operations with senior leadership
- Represent operational priorities in partner and client discussions as needed
- Ensure data protection and confidentiality per policy
- Uphold company values: I-Client Service, People Matter, Quality First, Integrity Always
Key requirements- Bachelor's degree
- 10+ years of professional experience
- 7+ years in leadership in financial services or operations
- Experience leading large, multi-level teams (global or matrixed)
- Strong background in process improvement and Lean/Six Sigma
- Experience implementing or leveraging automation (RPA, AI) in operations
- Proven ability to manage KPIs (budget, SLAs, quality, productivity, client satisfaction)
- Strong analytical, problem-solving, and decision-making skills
- Ability to partner with technology teams
- Workforce planning and capacity management in high-volume environments
- Excellent leadership, communication, and stakeholder management
- Knowledge of 529 savings plans preferred but not required
- Willingness to travel as needed
- Proactively adopt emerging technologies to drive growth
- Strategic thinking
- Collaborative leadership
- Stakeholder management
- RPA
- AI
- workflow tools
