Easter Seals Jobs

The Head of Operations is responsible for leading several teams of associates and developing strong working relationships with our internal clients. This position will be involved in defining the operational (Money Out) strategies to efficiently meet client expectations; developing the process and implementation of an annual business plan; maintaining a high level of customer service; developing and maintaining strong operational controls; recruiting and coaching leadership staff; crafting long-term strategic planning; and creating and monitoring budgets. The role will drive continuous improvement and fundamentally transform the day-to-day business overseeing strategic objectives, regulatory activities, and technological innovations to better the business.

This position can be located Hybrid preferably to Dresher PA or Newton, MA locations or remote.

Responsibilities :

Team Leadership:

• Develop, and implement the annual business plan; communicate to leadership and ensure understanding of the plan and alignment to the work and measurables

• Motivate, lead and support leadership team and associates to provide excellent associate direction.

• Ensure talent development and training to respond to clients in a professional and consultative manner.

• Partner with leaders to ensure the creation and management of team deliverables, ensuring that quality and production service level objectives are consistently met or exceeded.

• Provide balanced feedback to leadership regarding performance and areas of improvement, motivation of team and support of the associate experience and empowerment

• Conduct regular staff meeting with leadership and teams providing updates and receiving feedback.

• Provide guidance and support empowerment for leaders to mitigate and address escalated issues.

• Develop leadership competencies, expertise, ability, and experience for career pathing within Ascensus.

• Support team in escalating awareness broadly across appropriate teams’ issues requiring resolution; partner with internal departments to deliver timely resolution.

• Actively seek out ways to improve associate satisfaction and deliver results.

Serving Clients:

• Act as senior leader for clients and advisors looking for executive presence in plan level issue situations, audits, and service meetings.

• Serve as senior decision maker on escalated items.

• Drive leadership in monitoring and achieving daily production commitments, SLA and metrics as well as workflows in order to meet operational service commitments.

• Develop professional relationships with internal teams and stakeholders to ensure alignment of approach and satisfaction

Strategic Activities:

• Collaborate with internal clients Employer & Sponsor Services, Participant Services, Relationship Management and Sales to building services and support processes.

• Align department priorities to execute on business plan objectives to maximize revenues, client retention and organic sales.

• Team with executive leadership and peers to create strategy and vision for the Client Operations organization.

• Develop project plans and teams to achieve strategy and vision. Develop and drive efficiency plays and enhancements leveraging all Ascensus capabilities to achieve with automation or process refinement

Process and Business Management:

• Own budget planning and align current and future planning activities against budget expectations.

• Ensure that the team’s decision-making processes are guided by data, real time metrics and capacity analysis.

• Educate and empower leadership team on best practice talent strategies for appropriate allocation of resources to meet business needs and operational service commitments/objectives.

• Document, Maintain and Revise operational workflows and Service Standards

• Monitor and actively manages department expenses and revenue generating activities to meet budget.

• Identify areas of improvement within Ascensus platform including workflows, policies, technology, products etc. Develop improvement plans, gain support and execute.

• Work with peers in the senior management team to identify global issues and opportunities for improvement, make recommendations for changes and help implement.

• Responsible for protecting and securing all client data held by Ascensus to ensure against unauthorized access to and/or improper transmission of information that could result in harm to a client.

• Maintain and establish the environment enabling Operations teams to live by the 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.

Additional Requirements:

• Bachelor’s degree in business administration, Management, Finance or equivalent work experience

• 10 years’ industry experience and at least 8 years of leadership experience of leadership roles and functions

• Demonstrated ability to lead with strong management skills

• Excellent written and oral communication skills

• Professional demeanor and experience with client meetings

• Excellent analytical and problem-solving skills

• Must be detail oriented and be able to work well within given timeframes and standards

• Familiarity MS-Office software applications, including Excel, PowerPoint, Word, & Visio (familiarity with Access preferred)

The national average salary range for this role is $140,000 to $190,000 in base pay, exclusive of any bonuses and benefits. This base salary range represents the low and high end of the salary range for this position. Actual salary offered will vary and may be above or below the range based on various factors including but not limited to location, experience, performance, and internal pay alignment. We do not anticipate that candidates hired will begin at the top of the range however, from time to time, it may occur on a case-by-case basis.  Other rewards and benefits may include: 401(k) match, Medical, Dental, Vision, Paid-Time-Off, etc.  For more information, please visit careers.ascensus.com/#Benefits .

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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”).