Director of Operational Efficiency

Who we are

The company is tech -enabled retirement services platform serving small- to mid-sized businesses with integrated retirement third party administration, recordkeeping, payroll, and HR solutions. Recognized as one of Inc. 5000’s Fastest Growing Private Companies in America and certified as a Great Place to Work, the company offers a suite of services that prioritizes accuracy, compliance, and reduction of regulatory risk for its clients, delivered by local client success teams that understand the nuances of the markets they serve.   The company combines a relentless passion for service and innovation with the experience and expertise required to make retirement work for everyone. For more information, please visit:  [link for members] .

Director of Operational Efficiency

Position Summary

The company is seeking a Director of Operational Efficiency to lead a portfolio of operational improvement initiatives focused on making plan administration more accurate, scalable, and efficient across the company platform.

This role will drive the technology, process, and system changes needed to improve how work gets done across our TPA operations. This includes evaluating new tools and best practices, leading migrations to new compliance systems, driving adoption and proficiency of new technology, and implementing solutions such as straight-through processing.

The ideal candidate is a hands-on operations and process improvement leader with deep defined contribution plan administration experience who has successfully taken technology and process initiatives from concept through implementation and measurable results. This person will work collaboratively across Administration, Product, Technology, Transformation, and CRM teams to identify operational pain points, prioritize opportunities, and execute a roadmap of improvement initiatives.

Key Responsibilities

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Develop and implement a playbook of operational improvement initiatives across the company’s TPA operations.

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Identify operational pain points and translate them into prioritized technology, process, and system improvement initiatives.

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Test and evaluate new tools, technology, and industry best practices to improve operational efficiency and scalability.

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Partner closely with the Product team to lead the rollout and adoption of technology solutions that improve the accuracy, speed, and scalability of plan administration.

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Lead migrations to new compliance systems, including FT William and ASC , with a focus on data integrity, adoption, and minimal operational disruption.

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Own census scrubbing initiatives to improve the quality, accuracy, and completeness of plan data across the portfolio.

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Collaborate with the Transformation and CRM teams to translate best practices and operational findings into recommended workflow and project templates.

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Implement straight-through processing within FT William and ASC to reduce manual touchpoints and increase processing throughput.

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Project manage technology adoption and operational initiatives across the company partner firms, including implementation planning, training, job aids, office hours, and ongoing support.

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Establish feedback loops between operational teams and Product to ensure user feedback and operational needs inform future technology enhancements.

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Maintain a standing role in Product sprint reviews and sprint demos, representing operational needs and providing feedback on proposed solutions.

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Track initiative progress, adoption, and outcomes to ensure projects are completed and deliver measurable operational improvements.

Minimum Qualifications

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10+ years of defined contribution plan administration experience, including at least 5 years in a senior or management role within a TPA firm.

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Hands-on experience managing a large and diverse book of retirement plans; experience with 500+ plans strongly preferred.

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Proven expertise in compliance testing, Form 5500 preparation, employer contribution calculations, payroll reconciliation, and audit support.

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Demonstrated experience leading operational change through system migrations, technology implementations, training, and process improvement initiatives.

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Experience successfully managing a roadmap of projects from prioritization through cross-functional execution and completion.

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Demonstrated results from continuous process and technology improvement initiatives.

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Familiarity with multiple recordkeeping platforms, payroll vendors, and financial services firms.

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Experience with PensionPro, ASC, and FT William strongly preferred; experience with comparable TPA administration platforms will also be considered.

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Strong project management, organizational, and problem-solving skills with the ability to manage multiple initiatives simultaneously.

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Excellent written and verbal communication skills.

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Ability to operate independently, exercise sound judgment, and drive projects forward in a fast-paced, high-accountability environment.

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Collaborative mindset with the ability to work effectively across Administration, Product, Technology, and other cross-functional teams.

Preferred Qualifications

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ASPPA QKA (Qualified 401(k) Administrator), QKC (Qualified 401(k) Consultant) , or equivalent designation such as QPA or CPC.

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Master’s degree in Finance, Accounting, or a related field, or equivalent professional experience.

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Experience managing or contributing to the P&L of a TPA practice, cost center, or operational unit.

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Experience working within a PE-backed or high-growth professional services environment.

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Experience consulting on M&A transactions involving retirement plans, including plan terminations, mergers, and asset transfers.

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Strong working knowledge of ERISA, IRS regulations, DOL guidance, and SECURE Act provisions applicable to qualified retirement plans.

Our Value-Driven Employee Experience

• Flexible Workplace – Hybrid and remote options available for many roles.

• Flexible PTO – Competitive paid time off, including flexible & unlimited options.

• Inclusive Environment – A culture that values diversity, collaboration, and respect.

• Growth Opportunities – Support for ongoing learning and career development.

• Comprehensive Benefits – Health, dental, vision, life, and disability coverage.

• Workplace Perks – Incentive bonus programs, flexible hours, & more.

**Specific benefits and programs may vary by partner and position.