Head of Operations Transformations & Integrations

Company Overview

PCS Retirement, LLC, a subsidiary of FSG Parent L.P., is one of the nation's largest independent and conflict-free retirement solution providers in the industry. PCS provides recordkeeping services to 19,000 plans and 850,000 eligible participants representing more than $26 billion in assets under administration. PCS' comprehensive retirement solutions platform includes business development tools for financial advisors, a data-driven recordkeeping technology that supports all types of retirement plans [401(k), 403(b), 457, Cash Balance, Defined Benefit, Non-Qualified], individual retirement accounts (including payroll deduction IRAs), and health savings accounts.

At PCS Retirement, we cultivate an environment built on trust, where every team member is empowered to take ownership and contribute to our shared vision. Through collaborative teamwork we foster growth, both personally and professionally, ensuring that together we exceed expectations and achieve remarkable success.

To learn more, visit https://www.pcsretirement.com/

Job Summary

The Head of Operations Transformation & Integration leads the modernization of retirement recordkeeping operations and service by improving processes, driving digital and platform transformation across Operations & Service, and integrating future acquisitions.

Job Responsibilities

• Lead process improvement and operational transformation across all functions of retirement recordkeeping operations and service, including but not limited to: Plan operations: new plan implementation, deconversions, plan maintenance, advisor and investment administration. Distribution and contributions services. Financial operations: trading, reconciliation, research and corrections.
• Develop and implement AI solutions that improve operational efficiency, productivity, quality of service, and customer experience.
• Lead recordkeeping platform system conversions across all relevant areas of operations and service.
• Lead digital transformation for the Operations and Service organization, to enrich the digital journey of advisors, plan sponsors, participants and employees.
• Lead development and adoption of self-service by advisors, plan sponsors and participants, resulting in fewer phone calls and cases for self-service-able inquiries.
• Design and lead implementation for workflow redesign and enhancements, and salesforce case management integration, for better service and efficiency.
• Implement Lean and Kaizen event action plans, as well as other operational improvement initiatives.
• Reduce rework, NIGO (Not In Good Order), and escalations by establishing measurement and driving initiatives to improve upon them.
• Be accountable for defining, refining and measuring performance metrics across the Operations & Service organization, and analyze them for trend and action needed.
• Develop and maintain capacity models for all operations and service teams to ensure staffing levels commensurate with work demand, and drive productivity enhancement using tools such as ActivTrak.
• Be the lead for post-acquisition recordkeeping integration within Operations & Service, including all areas of platform integration, org design, transaction processing, plan implementation and operations, contact center integration (process, people, and platforms), service model and more.
• Manage approximately 5–8 direct reports, including Process Leads, a Capacity and Performance Analyst, and an Integration Analyst, ensuring clear accountability, strong execution, and measurable transformation outcomes.
• Partner with Product and Technology teams to define, prioritize, and implement system enhancements based on business impact, operational risk, client experience, feasibility, and implementation readiness.
• Lead change management, communications, stakeholder engagement, and adoption planning for process improvements, system enhancements, AI solutions, digital capabilities, integrations, and conversions.
• Build, develop, coach, and retain a high-performing team of transformation, integration, process improvement, reporting, analytics, and operational excellence professionals.
• Manage departmental priorities, budgets, vendor resources, and initiative funding to achieve operational, financial, and strategic objectives.