• Oversee the organizational structure and service model ensuring consistency, efficiency, and alignment with business goals • Own enterprise level client satisfaction outcomes, including NPS, survey feedback, team performance, and overall experience quality • Ensure accurate and timely execution of core 401(k) plan operations, including compliance testing, 5500 filings, year end readiness, and participant processes • Lead major transformation efforts to improve scalability and client experience • Coach and develop leaders and high potential associates; build clear career paths and training programs • Manage key performance indicators (KPIs) across service delivery