Director, Strategic Support & Implementation Enablement

• →Lead the Strategic Support organization supporting Retirement Services Implementation.
• →Develop and execute strategies that improve operational effectiveness, scalability, and business performance.
• →Align team resources, capabilities, and priorities to support organizational goals and changing business needs.
• →Serve as a trusted advisor to senior leaders by providing insights, recommendations, and strategic guidance.
• →Drive operational excellence through continuous improvement initiatives and organizational transformation efforts.

• Oversee the development of executive reporting, dashboards, and analytical insights that support informed decision-making.
• Analyze key performance indicators including Starts, Backlog, No Starts, NPS, Turnaround Times, Suspense, and other operational metrics.
• Identify emerging trends, risks, capacity constraints, and performance improvement opportunities.
• Present business insights and recommendations to executive leadership.
• Transform complex operational data into clear, meaningful business narratives that drive action.

• Lead Knowledge & Learning functions that support associate development and organizational readiness.
• Oversee onboarding programs, curriculum design, training strategies, and performance support resources.
• Drive initiatives that improve associate capability, consistency, and adoption of products, processes, and business practices.
• Ensure implementation teams have the tools, knowledge, and support necessary to perform effectively.

• Lead enterprise process improvement initiatives that drive efficiency, scalability, and risk reduction.
• Design and implement support models, workflows, governance processes, and operating mechanisms that improve execution.
• Partner with stakeholders to identify opportunities for innovation and sustainable operational improvements.
• Support strategic projects that improve organizational performance and the client experience.

• Advance AI-enabled business support capabilities by helping translate business knowledge, workflows, decision logic, and operational processes into scalable support solutions.
• Partner with enterprise teams to identify opportunities for automation, digital enablement, and AI-assisted execution.
• Support the adoption of approved enterprise AI platforms to improve productivity, prioritization, and operational effectiveness.
• Foster a culture of innovation and continuous improvement across the organization.

• Partner closely with leaders across Sales, Service, Payroll, Benefits, Operations, Risk, and other enterprise functions.
• Provide visibility into implementation performance, operational risks, business trends, and readiness opportunities.
• Drive alignment across multiple stakeholder groups to improve decision-making and achieve shared business objectives.
• Represent the voice of Implementation in enterprise discussions and strategic initiatives.

• Build, lead, and develop a high-performing team across multiple business support functions.
• Establish clear goals, accountability measures, and development plans for leaders and associates.
• Foster a culture focused on collaboration, innovation, accountability, and results.
• Support talent development, succession planning, employee engagement, and workforce planning efforts.
• Manage departmental budgets, resource allocation, and staffing strategies.

• 8+ years of experience in business operations, implementation, analytics, business enablement, process improvement, or a related field.
• 5+ years of people leadership experience.
• Experience leading multifunctional teams in a complex operations, implementation, client service, or delivery environment.
• Proven ability to translate operational data and business trends into executive-level insights and recommendations.
• Experience partnering with senior leaders across multiple business functions to influence decision-making and drive results.
• Demonstrated success leading organizational transformation, process improvement, or business enablement initiatives.
• Strong financial, analytical, and business acumen.
• Advanced Microsoft Excel skills and experience with business reporting and performance analytics.
• Excellent communication, presentation, stakeholder management, and leadership skills.

A college degree is great but not required. What's more important is having the skills needed to perform successfully in this role.

Other acceptable experiences could include:

• Equivalent professional experience in Business Operations, Analytics, Organizational Effectiveness, Consulting, Program Management, Process Improvement, Retirement Services, Financial Services, or related disciplines.
• Military experience. We recognize and appreciate the unique leadership, problem-solving, operational excellence, and strategic thinking skills developed through military service and welcome those experiences in our organization.

• Experience within Retirement Services, Implementation Operations, or a large-scale service organization.
• Experience leading business intelligence, reporting, or analytics functions.
• Knowledge of learning and development, organizational readiness, or workforce enablement programs.
• Experience supporting offshore operations or global team coordination.
• Experience leveraging AI, automation, or digital technologies to improve business outcomes.
• Advanced degree such as an MBA or related graduate education.
• Experience working in matrixed organizations and leading cross-functional initiatives.

• Drive Strategic Impact. Influence decisions that directly shape the future of Retirement Services Implementation.
• Lead Through Innovation. Help modernize operations through analytics, process transformation, and AI-enabled solutions.
• Develop Talent. Build and mentor high-performing teams while creating opportunities for growth and development.
• Solve Complex Challenges. Partner with leaders across the organization to improve business outcomes.
• Own Your Success. Lead initiatives that deliver measurable results and create lasting value.
• Belong. Join a culture that values collaboration, innovation, inclusion, and continuous learning.

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