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Regional Service Director

Ascensus

in Remote / CA

Logo for Ascensus

FuturePlan is the nation’s largest third-party administrator (TPA) of retirement plans, partnering with advisors in all 50 states. FuturePlan delivers the best of both worlds: high-touch personalized service from local TPAs backed by the strength and security of a large national firm, Ascensus. Our roots go back decades, with nearly 30 outstanding legacy firms now joined together to deliver unmatched levels of service, innovation and expertise to a fast-growing client base from coast to coast. The FuturePlan team includes more than 500 credentialed plan professionals, 60 actuaries, and one of the industry’s largest in-house ERISA teams. Learn more at FuturePlan.com.

Section 1: Position Summary

Responsible for managing a regional team of client service leaders in the delivery of world class client service to plan sponsors, advisors and financial partners. The Regional Service Director (RSD) will be responsible for driving production and quality measures within their region, while partnering with other RSD’s to ensure consistent adherence to policy and procedure.  The RSD oversees talent selection, development, advancement, and succession planning within their region.  The RSD will report to the National Head of Service for TPA Solutions.

Section 2: Job Functions, Essential Duties and Responsibilities

  • Identify, develop and lead a team of local managers provide world class service as measured by our Net Promotor Score (NPS) process
  • Serves as a champion for the Ascensus I-Client Philosophy and ensures local managers are coaching to the principles contained therein
  • Responsible for ensuring that staff adheres to Ascensus policy and procedures in the daily execution of our business
  • Ensures staffing levels are appropriate to meet and sustain client service standards and plans ahead for inevitable changes in the business that impact staffing; such as attrition, internal promotion through career development, up and down turns in the business, efficiency gains in our operating model/
  • Responsible for coaching and providing regular feedback to their direct reports, including the completion of performance planning, performance updates and the annual performance appraisal.
  • Coordinate processes and procedures with other RSD’s to maintain adherence to Ascensus’ National TPA Strategy
  • Plays a significant role in the strategic planning and direction of our business by participating in leadership meetings, supporting broader communications, and strategic planning.
  • Responsible for Regional operating metrics with particular emphasis on revenue generation through disciplined reporting of ancillary services, revenue retention, efficiency gains from process improvement, compensation and related expense
  • Develop staffing strategies for appropriate allocation of resources to meet business needs and client service commitments/objectives.
  • Develop staff on industry knowledge, general business skills set, and professional development.
  • Responsible 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.
  • Assist with other tasks and projects as assigned

Supervision  

  • N/A

Section 3:  Experience, Skills, Knowledge Requirements

  • Bachelor’s Degree required.
  • Advanced degree or industry specific certification (ASPPA, CEBS, etc.) strongly preferred.
  • Minimum 5 years’ supervisor/managerial industry experience.
  • Proficiency with Microsoft Office.
  • Knowledge of retirement plans and the services provided by Ascensus TPA Solutions including compliance and recordkeeping services.
  • Excellent analytical and problem solving skills
  • Proven track record for talent selection and development
  • Ability to work well under pressure with multiple priorities and deadlines
  • Polished presentation skills.
  • Excellent written and oral communication skills.
  • Excellent conflict resolution skills.
  • Proven Project Management Skills.
  • Superior coaching and mentoring skills.
  • Superior time management skills.
  • Ability to travel within designated region on a quarterly bases, with additional travel outside of region as needed

We are proud to be an Equal Opportunity Employer

At Ascensus, we aspire to make a difference for others. We are a technology-enabled services company that helps people save for retirement, education, and healthcare through our network of institutional, financial advisor, and state partners. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity—housed within our Core Values: People Matter. Quality First. Integrity Always.®

As a leading independent recordkeeping services partner, retirement plan third-party administrator, and government savings facilitator, we aim to hire associates who find pride in going to work every day knowing that they help more than 12 million people save for what matters.

Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws (“Protected Status”). 

How to Apply

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