Director, College Savings - CS Management

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.Section 1: Position SummaryThe Director of Client Services is responsible for the oversight of the processing and problem resolution teams for designated 529/ABLE plans in Government Savings. This role is required to supervise a large group of associates, team leads and managers by demonstrating a strong balance of financial industry knowledge and leadership capabilities. Additionally, a solid understanding of software applications used to support a transfer agency is critical to participating in the strategic direction of these teams and collaboration with peers. Demonstrated technical aptitude is critical in this role as the leader must be able to understand staffing models and align resources during peak volume seasons and unexpected changes in the workflow or vendor confidence. The ability to be flexible and agile in thinking and acting is critical to achieving quality and timeliness in service levels mandated by partners and clients of the Ascensus Government Savings business.Section 2: Job Functions, Essential Duties and ResponsibilitiesEnsure timeliness and quality service levels are achievedOversee a diverse range of transactions provided by phone and processing teamsPartner and assist peer leaders regarding staffing needs for other areasProvide daily feedback and coach direct reports in leadership and running the daily business (internal policies, procedures)Manage responses to volumes, workflow and resource allocationCommunicate with key business partners on client needs and issuesEnsure compliance with all organizational regulations and initiativesIdentify and support training initiatives that enhance performance across teams in line with overall business goals and objectivesProvide mentoring to leadership in all facets of the client service roles with a focus on leadership developmentPartner with VP of Client Services and peers in creating and managing a strategic plan for all areas of the operation; recommend proactive improvements with a budget conscious viewpointFacilitate and participate in calls with partners as needed; develop and maintain internal and external relationships across the organizationResponsible 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.Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always should be visible in your actions on a day to day basis showing your support of our organizational culture.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.Supervision Section 3: Experience, Skills, Knowledge Requirements Bachelor’s degree with 10 years professional experience; 7+ years of leadership experience in the financial industry leading service teamsMinimum 5 years’ experience in the financial services industryFlexibility throughout the year with a focus on peak seasonsPrior project management and/or process improvement experienceDemonstrated technical expertise; strong analytical, problem solving and decision-making skillsDetail oriented, self-motivated, ability to multitask and self-manage in a deadline driven environmentKnowledge of 529 savings plans preferred but not requiredSome travel required for professional development and business-related needsWe are proud to be an Equal Opportunity EmployerBe aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.comemail 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.SummaryLocation: Needham, MA; Dresher, PAType: Full time