Director, Client Service Operations

Position summary

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The Director of Government Savings Operations is responsible for the strategic oversight, leadership, and optimization of processing functions within Government Savings. This role leads a large organization of associates, team leads, and managers while also providing oversight and direction to a global operations team operating in a dotted-line reporting structure. The Director is accountable for driving operational excellence through process improvement, standardization, and scalable solutions across all teams.

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This leader plays a critical role in shaping and executing the operational strategy by leveraging technology, including Robotic Process Automation (RPA) and Artificial Intelligence (AI), to improve efficiency, accuracy, and client experience. A strong understanding of transfer agency systems and operational workflows is essential to inform automation opportunities and drive continuous improvement initiatives.

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The role requires end-to-end accountability for key performance indicators (KPIs), including budget adherence, SLA performance, quality, productivity, and escalation management. The Director must ensure consistent execution of policies, procedures, and controls while maintaining agility to respond to changing volumes, peak seasons, and evolving client needs. Strong leadership, strategic thinking, and cross-functional collaboration are essential to achieving business objectives and delivering high-quality service to partners and clients.

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Proactively adopt, protect and boldly embrace emerging technologies (AI, automation, etc.), platforms, and evolving practices that accelerate transformational growth and advance Ascensus’ mission and client commitments.

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Job functions, essential duties and responsibilities

• Provide strategic leadership and direction for Government Savings operations, ensuring alignment with organizational goals and client expectations
• Drive process improvement, standardization, and operational optimization initiatives across all teams, including global partners
• Identify, prioritize, and implement automation opportunities leveraging RPA, AI, and other enabling technologies to enhance efficiency and scalability
• Maintain accountability for key operational KPIs including budget adherence, SLA performance, quality, productivity, and escalations
• Oversee a diverse range of transaction processing and client service activities across phone and processing teams
• Lead workforce planning efforts, including staffing models, capacity planning, and resource alignment across peak and non-peak periods
• Provide leadership, coaching, and development to managers and team leads, fostering a high-performance culture and strong leadership pipeline
• Partner with peer leaders to balance resources, share best practices, and drive consistency across operational functions
• Ensure effective governance of policies, procedures, and controls to maintain compliance with regulatory and organizational requirements
• Collaborate with technology, product, and business partners to enhance systems and improve end-to-end operational workflows
• Lead and support global operations through a dotted-line structure to ensure alignment, consistency, and performance across regions
• Drive a culture of continuous improvement, accountability, and operational excellence
• Communicate effectively with internal and external stakeholders regarding performance, initiatives, and client needs
• Lead escalation management, ensuring timely resolution and root cause analysis to prevent recurrence
• Support training and development initiatives aligned with business objectives and evolving operational needs
• Partner with senior leadership to develop and execute the strategic roadmap for Government Savings operations
• Facilitate and participate in partner and client discussions as needed to represent operational priorities and performance
• Ensure the protection, security, and proper handling of all confidential data in accordance with organizational policies
• Demonstrate and reinforce organizational values, including I-Client Service philosophy and Core Values of People Matter, Quality First and Integrity Always®

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Experience, skills, knowledge requirements

• Bachelor’s degree with 10+ years of professional experience; 7+ years of leadership experience in financial services or operations management
• Demonstrated experience leading large, multi-level teams, including global or matrixed organizations
• Strong background in process improvement, operational excellence, and continuous improvement methodologies (Lean, Six Sigma, or similar)
• Experience implementing or leveraging automation technologies such as RPA, AI, or workflow tools in an operations environment
• Proven ability to manage and drive performance against KPIs including budget, SLAs, quality, productivity, and client satisfaction
• Strong analytical, problem-solving, and decision-making capabilities with the ability to translate data into actionable insights
• Demonstrated technical aptitude and ability to partner effectively with technology teams
• Experience with workforce planning and capacity management in a high-volume environment
• Ability to operate effectively in a fast-paced, deadline-driven environment with flexibility during peak seasons
• Excellent leadership, communication, and stakeholder management skills
• Knowledge of 529 Savings Plans preferred but not required
• Willingness to travel as needed for business and leadership development

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“Proactively adopt, protect and boldly embrace emerging technologies (AI, automation, etc.), platforms, and evolving practices that accelerate transformational growth and advance Ascensus’ mission and client commitments.”

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