Vice President, Client Service Management; Retirement Services

Overview

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.

• Strategic Leadership & Organizational Direction
• Oversee the organizational structure and service model ensuring consistency, efficiency, and alignment with business goals.
• Client Experience & Relationship Management
• Own enterprise level client satisfaction outcomes, including NPS, survey feedback, team performance, and overall experience quality.
• Oversee the escalation process, ensuring timely and accurate resolution, and clarify ownership across teams for complex or executive level issues.
• Develop strategies to support plan sponsors and enhance communication around enhancements, plan changes, and service updates.
• Operational Excellence & Service Delivery
• Ensure accurate and timely execution of core 401(k) plan operations, including compliance testing, 5500 filings, yearend readiness, and participant processes.
• Optimize workflow tools, systems (e.g., ARK, Trust), and cross team processes to reduce friction and improve efficiency.
• Cross Functional Partnership & Strategic Initiatives
• Lead major transformation efforts to improve scalability and client experience.
• Collaborate with Knowledge Management and technical teams to improve content integration, compliance updates, and internal resource accessibility.
• Talent & Workforce Management
• Coach and develop leaders and high potential associates; build clear career paths and training programs
• Manage resources, staffing ratios, and span of control to maintain service levels while supporting growth.
• Create an environment that drives engagement, retention, and a culture of high performance.
• Financial & Performance Oversight
• Manage key performance indicators (KPIs) across service delivery, including SLAs, staffing efficiency, budget adherence, and case handling metrics.
• Support forecasting, budget planning, and resource allocation

• 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.
• Knowledge of smaller market plan service including resource management, compliance and recordkeeping services.

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