Process / Operations Manager - U.S. Retirement Services (401k / IRA Accounts)

Process Manager / Operations Manager

U.S. Retirement Services (401k / IRA Accounts)

We are looking for an experienced and results-driven Process Manager / Operations Manager to lead and oversee operations for U.S. retirement services accounts, including 401(k), rollovers, and IRA-related processes. The ideal candidate will have strong people management skills, a solid background in BPO or financial services operations, and the ability to drive team performance in a fast-paced environment.

Key Responsibilities:

• Lead, manage, and motivate a team to achieve operational goals and KPIs
• Oversee day-to-day operations for U.S. retirement and wealth management accounts
• Monitor team performance, productivity, quality, and service levels
• Provide coaching, training, and performance feedback to team members
• Ensure compliance with company policies, client requirements, and process standards
• Coordinate with internal stakeholders and management for process improvements and issue resolution
• Prepare and communicate operational reports, updates, and performance insights
• Foster a positive, collaborative, and high-performing team environment

Qualifications:

• Bachelor’s degree preferred
• At least 8 years of experience in Operations Management or Team Leadership in a BPO environment
• Experience handling U.S. retirement accounts such as 401(k), rollovers, IRAs, or related financial services accounts
• Strong leadership, communication, and people management skills
• Experience managing KPIs, SLAs, and team performance metrics
• Amenable to working onsite and on shifting schedules, including holidays if needed
• Can start ASAP is an advantage