Sr. Director for Operations

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Sr. Director, Processing Operations provides leadership for an assigned sub-function within Processing Operations, which may include Participant Maintenance, Benefits, Cash Operations, Periodic Payments, Document Management, Loan Administration, Check Processing, or Corrections.

The role leads operational teams through subordinate leaders, ensuring resources, processes, systems, and controls support established service, quality, accuracy, productivity, and timeliness standards. The Manager ensures compliance with applicable regulatory requirements and corporate policies, resolves complex operational and client issues, and exercises judgment when evaluating policy exceptions, financial impacts, and business relationships.

What You Will Do

• Oversee daily Processing Operations activities, monitor performance results, identify operational issues, and implement corrective actions to improve quality, productivity, efficiency, and service delivery.
• Lead and develop subordinate leaders, establish performance expectations, and ensure appropriate staffing, resource allocation, and operational accountability.
• Ensure compliance with applicable Securities and Exchange Commission (SEC), Financial Industry Regulatory Authority (FINRA), Internal Revenue Service (IRS), Department of Labor (DOL), departmental, and corporate regulations, policies, and procedures.
• Establish annual departmental goals, operational priorities, and performance objectives aligned with organizational requirements.
• Evaluate and approve policy or procedural exceptions within delegated authority, considering regulatory requirements, financial impacts, operational risks, and client relationships.
• Oversee departmental projects affecting operational procedures, systems, services, forms, and workflow processes.
• Coordinate and validate the implementation of appropriate system changes to support operational requirements.
• Monitor established processing deadlines and ensure service commitments, quality standards, and turnaround times are achieved.
• Evaluate staffing requirements and operational capacity to support business volumes, departmental priorities, and service-level expectations.
• Analyze, adjudicate, and approve resolutions for highly complex or escalated client complaints in accordance with established policies and applicable regulatory requirements.
• Ensure client complaints and operational exceptions are addressed consistently, fairly, and without discrimination.
• Present organizational services, capabilities, and administrative solutions to prospective and existing clients, including complex or high-risk relationships.
• Negotiate administrative service arrangements with existing and prospective clients within established authority.
• Communicate with internal and external clients, participants, senior management, agents, and brokers regarding operational issues, service delivery, and escalations.
• Perform management responsibilities, including employee coaching, performance management, and organizational planning.

What You Will Bring

• Bachelor's degree in Business, Finance, or a related discipline, or four additional years of directly related experience in lieu of a degree.
• Minimum of four years of management experience.
• FINRA Fingerprinting required.
• Strong supervisory and people leadership skills, including the ability to direct operational teams and hold leaders accountable for performance.
• Strong organizational, written and verbal communication, analytical, and problem-solving skills.
• Proficiency with Microsoft Office applications
• Ability to evaluate complex operational issues, apply sound judgment, and make decisions within established policies and delegated authority.
• Ability to interpret and apply applicable regulatory requirements, operational policies, and procedures.
• Ability to manage competing priorities, processing deadlines, operational projects, and escalated client matters.
• Ability to perform applicable FINRA-registered functions when appropriately licensed and assigned.

What Will Set You Apart

• Experience managing retirement services, financial services, or transaction processing operations.
• Experience leading multiple processing teams through supervisors or subordinate managers.
• Knowledge of participant account maintenance, benefit processing, cash transactions, periodic payments, loan administration, check processing, or operational corrections.
• Experience managing complex client escalations, operational exceptions, and regulatory compliance matters.
• Experience leading process improvements, operational system changes, or workflow standardization initiatives.
• Experience supporting client presentations, service negotiations, or high-risk client relationships.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.