Vice President, Small Business Services
Vice President, Small Business Services
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Job Description
Responsible for leading a team of client service associates and leaders in the delivery of world class client service to plan sponsors advisors participants and financial partners. The Vice President Small Business Services will be responsible for: driving production and quality measures within their team while partnering with the team to ensure consistent adherence to policy and procedure; and overseeing talent selection development advancement and succession planning within their team.
There is only 1 position. Location preference is hybrid Dresher PA or Newton MA locations. However will consider out of state candidates for remote.
Section 2: Job Functions Essential Duties and Responsibilities
- Identify develop and lead a team of local managers provide world class service as measured by our Net Promotor Score (NPS) process
- Serves as a champion for the I-Client Philosophy and ensures managers are coaching to the principles contained therein
- Responsible for ensuring that staff adheres to policy and procedures in the daily execution of our business
- Ensures staffing levels are appropriate to meet and sustain client service standards and plans ahead for inevitable changes in the business that impact staffing; such as attrition internal promotion through career development up and down turns in the business efficiency gains in our operating model
- Responsible for coaching and providing regular feedback to their direct reports including the completion of performance planning performance updates and the annual performance appraisal.
- Coordinate processes and procedures with other leaders to maintain adherence to Ascensus National Full-Service Retirement Strategy
- Plays a significant role in the strategic planning and direction of our business by participating in leadership meetings supporting broader communications and strategic planning.
- Responsible for team operating metrics with particular emphasis on revenue generation through disciplined reporting of ancillary services revenue retention efficiency gains from process improvement compensation and related expense
- Develop staffing strategies for appropriate allocation of resources to meet business needs and client service commitments/objectives.
- Develop staff on industry knowledge general business skills set and professional development.
- Assist with other tasks and projects as assigned
- Responsible for protecting securing and proper handling of all confidential data held by Ascensus to ensure against unauthorized access improper transmission and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
- At Ascensus we are guided by our Core Values of People Matter Quality First and Integrity Always. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day.
Supervision
- Lead a team of Leaders (Managers/Directors) and Client Service Representatives.
Section 3: Experience Skills Knowledge Requirements
- Bachelors degree in general business or management preferred
- Industry specific certification (ASPPA CEBS etc.) strongly preferred.
- Minimum 7 years in a director and/or vice president level capacity within financial services industry retirement industry preferred.
- Minimum 7 years of experience with leading teams specific to Individual(k) SEP SIMPLE and IRA plans
- Proficiency with Microsoft Office.
- Knowledge of smaller market retirement plans including compliance and recordkeeping services.
- Excellent analytical and problem-solving skills
- Proven track record for talent selection and development
- Ability to work well under pressure with multiple priorities and deadlines
- Polished presentation skills.
- Excellent written and oral communication skills.
- Excellent conflict resolution skills.
- Proven Project Management Skills.
- Superior coaching and mentoring skills.
- Superior time management skills.
- Ability to travel on a quarterly bases or as needed more frequently
For all virtual remote positions in order to ensure associates can effectively perform their job duties with no distractions we require an uninterrupted virtual workspace and there is also an expectation of family care being in place during business hours. Additionally there is an internet work speed requirement of 25 Mbps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building then a stronger connection is you are unsure of your internet speed please check with your service provider. Note: For call center roles specifically it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.
We are proud to be an Equal Opportunity Employer
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Required Experience:
Chief
Employment Type
Full-Time
