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.