• Manage a large market defined benefit administration, with a strong focus on client satisfaction, retention, and growth. • Partner with clients and leadership to help define business strategy, service models, and operational priorities. • Ensure business units consistently meet SLAs, performance metrics, and service delivery standards. • Lead initiatives focused on process improvement, operational efficiencies, and system enhancements within defined benefit administration. • Oversee accurate documentation of client requirements, plan provisions, and operational details to support effective account management. • Collaborate with internal and external stakeholders to maintain strong partnerships and high levels of client satisfaction. • Develop and review performance reports, KPIs, and operational metrics to support data-driven decision-making. • Ensure compliance with organizational policies, regulatory requirements, and client contractual obligations. • Lead the planning, implementation, and execution of business continuity plans (BCP) for defined benefit operations.