Director, College Savings – CS Management

Stellenbeschreibung:

Lead and build a centralized support organization for Government Savings Operations (529/ABLE/SFRP)
Own operational support functions including reporting and analytics, forecasting and planning, SLA governance, quality monitoring, event coordination, and problem resolution
Establish a scalable operating model by consolidating existing capabilities and developing new capabilities
Oversee approximately 20 direct and indirect reports, including two managers, associates, analysts, and global dotted-line resources
Own and transform operational reporting through automation, optimization, AI-enabled tools, Power BI, and internal reporting systems
Deliver timely insights across productivity, quality, budget, SLA performance, and operational effectiveness KPIs
Develop scalable reporting infrastructure and enable near real-time operational visibility
Expand problem resolution to include root cause analysis and systemic improvement
Provide analysis and recommendations to senior leadership, identifying risks, inefficiencies, and automation opportunities
Partner with operations, finance, technology, and business teams on forecasting, capacity planning, budgets, data quality, reporting, and system functionality
Oversee SLA reporting and performance against contractual and internal commitments
Establish performance reporting, feedback loops, and quality-monitoring routines
Identify and eliminate manual data-entry processes through automated solutions and controls
Lead Problem Resolution and Operational Support teams, providing leadership, coaching, and development
Coordinate operational calendars for corporate actions, conversions, fund events, and related activities
Lead and oversee User Acceptance Testing activities for operational and system changes
Ensure confidential data is protected and handled according to organizational policies
Reinforce organizational values, including I-Client Service philosophy and People Matter, Quality First, and Integrity Always

Requirements

Bachelor’s degree with 10+ years of professional experience
7+ years of leadership experience in operations, analytics, or financial services
Experience building or transforming teams and functions, including combining existing processes and developing new capabilities
Strong background in reporting, analytics, and data-driven decision-making, with experience developing end-to-end reporting solutions
Experience with reporting and visualization tools such as Power BI
Experience with data transformation, automation, and AI-enabled analytics strongly preferred
Demonstrated ability to identify and implement process improvements and automation opportunities, including reduction of manual data entry and reporting activities
Experience supporting forecasting, capacity planning, and budget processes in an operations environment
Proven ability to measure and analyze KPIs such as productivity, quality, SLA performance, and financial metrics
Experience leading or supporting SLA governance and operational performance reporting
Strong analytical, problem-solving, and critical thinking skills with attention to detail
Experience managing or expanding problem resolution or escalation functions, including root cause analysis
Ability to operate effectively in a fast-paced, evolving environment with multiple priorities
Excellent leadership, communication, and stakeholder management skills
Experience working in matrixed or global environments with dotted-line relationships preferred
Knowledge of 529 and/or ABLE savings plans preferred but not required
Willingness to travel as needed for business and development

Core Competencies

Demonstrates expertise in operational support functions, including reporting, analytics, and process automation, while leading diverse teams to achieve performance excellence. Proficient in developing scalable reporting infrastructures and driving data-driven decision-making in a fast-paced environment.