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Director, Recordkeeping Services


in Remote

Logo for Definiti

Why work at Definiti? If you consider yourself a problem solver and appreciate working autonomously, a career at Definiti may be perfect for you. You’ll be able to directly contribute to the security and success of meaningful retirements for thousands while helping build a growing company. Most positions are fully remote, which provides work-life balance while working with, and for, your colleagues and clients. Definiti not only invests in the tools and retirement service technology to help you be successful in your role, but also supports your professional growth with training and certifications. 

Definiti is a national retirement services company that helps clients manage and administer their retirement plans. We help clients define what's possible and what’s next for their retirement plans. 

Purpose of position

The Director, Recordkeeping Services manages Definiti’s recordkeeping organization. This proven leader will lead assess staff and processes, create, and execute a growth strategy, and measure performance against operational and financial goals. Working at both the strategic and tactical level, the Director sets direction in taking a hands-on approach to address issues as they arise. The Director will identify opportunities to enhance Definiti’s service offerings, prioritize effective and proactive communication and lead change. The position offers a unique opportunity for a skilled professional to develop a leading customer service organization that supports thousands of retirement plan participants. This position reports directly to Definiti’s General Manager.

Primary Duties and Responsibilities

  • Manage, coach, and mentor managers of the Client Service and Processing teams and the Participant Services Center (call center)
  • With an ownership mentality, maintaining budget, managing to budget, and ensuring your organization is poised for future success within Definiti
  • Identifying and implementing change to support growth
  • Interfacing with senior leadership
  • Managing the daily activities of the company’s daily valuation recordkeeping line of business
  • Implementing and overseeing key operations, including peer review of daily trades, review/release of check requests, fraud detection and prevention, client fund changes, and quarter-end statements production and delivery
  • Leading the current team of employees and extending processes and management routines to future new acquisitions as necessary
  • Defining and confirming high-quality, repeatable processes. Oversee the company’s annual operational process audit and implement improvements as necessary
  • Implementing automation to drive improvements in data quality, customer satisfaction and operational efficiency
  • Working across departments to ensure collaboration for shared goals
  • Handling internal and client escalations, serving as the ‘voice’ and leader of Definiti’s daily valuation recordkeeping service
  • Initiating and implementing programs to drive efficiency and accuracy
  • Manage service requests from investment advisors and clients, offering consulting support and/or troubleshooting
  • Develop strong, trusting relationships with peers across the enterprise


Education and Qualifications

  • Bachelor’s degree preferred
  • 5+ years in the retirement services industry
  • Track record of leading recordkeeping service with a focus on operational efficiencies and improving the overall client experience
  • Experience with FIS / Relius daily valuation recordkeeping software required
  • Expert with MS Office; comfortable with technology and automation
  • Industry certification of QKA or QPA a strong plus
  • Commitment to delivering consistent, high-quality work
  • Excellent attention to detail
  • Willingness to engage with clients to help drive customer satisfaction
  • Strong analytical skills; a good communicator
  • Ability to prioritize tasks, communicate expectations, and adhere to deadlines

Remote Working Requirements

As a remote-first company, we have compiled expectations for a successful remote work environment:

  • Ability to build rapport with others remotely while working productively with limited in-person interaction
  • Designate a quiet, and well-lit space with a fast internet connection for your workspace, free of as many distractions as possible·
  • Be online and available during designated business hours in local time zone 
  • Accustomed to using Microsoft Teams or virtual-meeting applications to work with colleagues regularly on video and use the chat feature for quick communications
  • Accustomed to file-storage and file-sharing tools such as Microsoft SharePoint and Citrix ShareFile


Definiti has a dynamic, growth-focused culture, and we are committed to offering attractive employee-centric benefits, including:

  • A virtual-first work philosophy
  • 401(k) with up to 4% match
  • Generous paid time off starting with four weeks, in addition to 8 paid holidays and 2 paid floating holidays
  • A variety of medical, dental and vision plan options including Definiti subsidized premiums
  • Company-paid life insurance and short-term disability insurance
  • Bonus plan eligibility

How to Apply

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