Director, Data Analytics & Metrics
- Act as Subject Matter Expert for Document Services in project/product meetings and assist in documentation and training:
- Participate in working through changes needed for the document processes
- Provide specific training
- Coordinate needed updates to procedural documentation
- Manage all elements of plan document events and tasks that include detailed needs assessment review, service definition, coordination with multiple parties
- Collaborate with leadership and team members to continuously improve and automate document processes
- Provide input to leadership on client issues and weekly/monthly reports as defined
- Proactively escalates potential risks to appropriate leadership staff that impact either service satisfaction and/or financial liability
- Act as mentor and coach to other Document Services staff and provides one-on-one and group training to staff as requested
- Facilitate process improvement initiatives specific to document services including analysis, testing support and quality controls and procedural documentation.
- 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
- Responsible for the design and supervision of automated document processes
- Manage 3-5 document projects with established timelines and/or budgets
- Bachelor’s degree in Accounting, Business Administration, Mathematics, or equivalent work experience
- Minimum of 3 years of industry experience in retirement services environment including client services experience
- Strong knowledge of retirement plans, ERISA, DOL and IRS regulations, and plan documents (individually designed and prototype)
- Strong presentation skills, telephone etiquette and professionalism, client service skills and time management proficiency.
- Excellent written and oral communication skills. The ability to communicate effectively (clear, concise and professionally) with all levels within the Ascensus organization, as well as with our client base
- Computer literacy with recordkeeping systems and trust systems; experience with plan document generation systems preferred
- Proficiency in MSOffice software applications, specifically Word, Excel, Access, and Visio
- Strong analytical and problem resolution skills
- Ability to work in a team environment to ensure common goal of providing exceptional customer service
- Ability to work well under pressure with multiple priorities and deadlines in a high stress environment
- Ability to make dependable judgments concerning issues which, if mishandled, have the potential to create substantial financial and client relations liabilities for the company
- Must possess strong facilitation, negotiation, and conflict resolution skills
- Ability to escalate issues to appropriate levels within an organization
- Ability to facilitate meetings to obtain feedback and information and document findings
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