Hybrid Head of Disbursements Operations

at Ascensus

• Job title: Head of Disbursements Operations
• Job type: Full Time
• Experience level: Lead
• Salary: $150,000 - $190,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Dresher, United States

About the role

• Head of Money Out Operations leading operational strategies and developing teams at Ascensus to efficiently manage client expectations and operational controls.

Responsibilities

• Team Leadership: Develop, and implement the annual business plan; communicate to leadership and ensure understanding of the plan and alignment to the work and measurables
• Motivate, lead and support leadership team and associates to provide excellent associate direction.
• Ensure talent development and training to respond to clients in a professional and consultative manner.
• Partner with leaders to ensure the creation and management of team deliverables, ensuring that quality and production service level objectives are consistently met or exceeded.
• Provide balanced feedback to leadership regarding performance and areas of improvement, motivation of team and support of the associate experience and empowerment
• Conduct regular staff meeting with leadership and teams providing updates and receiving feedback.
• Provide guidance and support empowerment for leaders to mitigate and address escalated issues.
• Develop leadership competencies, expertise, ability, and experience for career pathing within Ascensus.
• Support team in escalating awareness broadly across appropriate teams’ issues requiring resolution; partner with internal departments to deliver timely resolution.
• Actively seek out ways to improve associate satisfaction and deliver results.
• Serving Clients: Act as senior leader for clients and advisors looking for executive presence in plan level issue situations, audits, and service meetings.
• Serve as senior decision maker on escalated items.
• Drive leadership in monitoring and achieving daily production commitments, SLA and metrics as well as workflows in order to meet operational service commitments.
• Develop professional relationships with internal teams and stakeholders to ensure alignment of approach and satisfaction.
• Strategic Activities: Collaborate with internal clients Employer & Sponsor Services, Participant Services, Relationship Management and Sales to building services and support processes.
• Align department priorities to execute on business plan objectives to maximize revenues, client retention and organic sales.
• Team with executive leadership and peers to create strategy and vision for the Client Operations organization.
• Develop project plans and teams to achieve strategy and vision.
• Develop and drive efficiency plays and enhancements leveraging all Ascensus capabilities to achieve with automation or process refinement.
• Process and Business Management: Own budget planning and align current and future planning activities against budget expectations.
• Ensure that the team’s decision-making processes are guided by data, real time metrics and capacity analysis.
• Educate and empower leadership team on best practice talent strategies for appropriate allocation of resources to meet business needs and operational service commitments/objectives.
• Document, Maintain and Revise operational workflows and Service Standards.
• Monitor and actively manages department expenses and revenue generating activities to meet budget.
• Identify areas of improvement within Ascensus platform including workflows, policies, technology, products etc.
• Develop improvement plans, gain support and execute.
• Work with peers in the senior management team to identify global issues and opportunities for improvement, make recommendations for changes and help implement.
• Responsible for protecting and securing all client data held by Ascensus to ensure against unauthorized access to and/or improper transmission of information that could result in harm to a client.
• Maintain and establish the environment enabling Operations teams to live by the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day-to-day basis showing your support of our organizational culture.

Requirements

• Bachelor’s degree in business administration, Management, Finance or equivalent work experience
• 10 years’ industry experience (with money out/disbursements) and at least 8 years of leadership experience of leadership roles and functions
• Demonstrated ability to lead with strong management skills
• Excellent written and oral communication skills
• Professional demeanor and experience with client meetings
• Excellent analytical and problem-solving skills
• Must be detail oriented and be able to work well within given timeframes and standards
• Familiarity MS-Office software applications, including Excel, PowerPoint, Word, & Visio (familiarity with Access preferred)

Benefits

• 401(k) match
• Medical
• Dental
• Vision
• Paid-Time-Off