Vice President, Small Business Services

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, Own, develop, and lead a team of Small Business managers to provide world class service (Center of Excellence) 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
• Maintains a complete view of the customer including client facing and operational metrics
• Provides oversight on the resolution and trending of escalations to continuously enhance the Small Business product line
• Understand the needs of this sophisticated Small Business customer base and help to drive forward key initiatives
• 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

• Bachelor’s 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 required. If 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

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.