Senior Manager of Client Transition Operations

The Senior Manager of Client Transition Operations at Guideline is a rare opportunity to demonstrate and grow your leadership skills as the leader of Guideline's Client Transition Operations Team, which is a team of 10 motivated individuals. Your overall responsibility is to lead the team to ensure Guideline offboard departing customers' 401(k) assets off our platform to their desired financial institution destinations in a fashion that's timely, smooth and compliant.

If you get excited about tackling high visibility challenges in management, scaling, process optimization, product enhancement and cross-functional collaboration to create business impact and develop your own career, this role is your home. You and your team are part of Guideline's 60-person Operations Team with broad and deep operational know-hows you and your team can lean on.

This role is available as a remote position in CA, CO, FL, MA, MD, ME, NC, NY, TX, and WA, or an in-office position in Guideline's offices in Burlingame, CA or San Diego, CA.

Responsibilities

• Act as a gatekeeper of the last step of Guideline's customer journey. Accountable for ultimately moving departing customers' retirement assets off Guideline's platform to their desired destination financial institutions in a timely, smooth and compliant fashion, and then closing their Guideline accounts with proper record keeping. Uphold SLAs consistently even with the business' growing scale and ebbs & flows
• Ensure all the outstanding complex operational issues are monitored rigorously, and resolved timely and correctly to unblock asset movement, including information gathering, customer notices and account review
• Manage a team of ten employees. Set clear expectations on high performance and hold the team accountable for success. Unblock the team from roadblocks, coach the team through difficult situations and develop each individual's career
• Analyze the team's process using critical thinking and analytics. Optimize the process, including the tools used and cross-functional handoffs, for efficiency, compliance and customer experience. Develop a culture and habit to regularly learn from past experiences and test new ideas
• Be a change agent, not wedded to the old way of working. Proactively identify opportunities, catalyze discussions, bring the team along, influence cross-functional partners, and execute to business impact
• Partner effectively with cross-functional teams to solve problems. Work with Product & Engineering Teams to identify opportunities for product enhancement. Seek guidance from the Legal & Compliance Team to ensure solutions are compliant to 401(k) regulations. Collaborate with Customer Relationship Management Team to address inbound questions and provide proactive communications to customers

Qualifications

• Bachelor degree
• 10+ years of experience in operational roles in financial services or fintech
• 5+ years of experience in management roles. Proven track record of running a high performing team
• Results driven. Ability to create and demonstrate business results with SLA adherence and team KPIs
• Passion and knowledge of process optimization to create business impact
• Team player who collaborates well with people from different functions with different perspectives
• Analytical savviness. Ability to measure and communicate the team's performance using metrics. Ability to ask good questions, use analytical insights to identify opportunities and make data-driven decisions
• Technological savviness. Prior experience with Salesforce and Looker or similar technologies. Ability to use technology to scale operations. Ability to spot opportunities for product automation
• Doer and hustler. Roll up sleeves and be in the trenches. Bias to action, proactivity and sense of urgency
• Effective communicator who can clearly communicate the team's work to varied stakeholders and skillfully drive cross-functional discussions for problem solving

More about GuidelineEveryone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit-and easy for people to invest in their financial future with confidence.

CompensationIn addition to base salary, this role is eligible to receive equity in the form of Incentive Stock Options (ISOs). At Guideline, base salary is just one component of the overall Total Rewards package offered to employees. All employees are offered comprehensive benefits and perks to help support you and your family.

Additional Benefits

• Flexible time off in addition to company holidays - We observe the NYSE Holiday Calendar
• 401(k) with matching contributions - We use our own platform and match 100% of the first 3% contributed, and 50% of the next 2% (for a max employer contribution of 4%)
• 100% employer-paid healthcare, vision, and dental insurance for employees and 70% coverage for dependents
• Opt-out credit if all three plans are waived
• Health Savings Account and Flexible Spending Accounts
• Disability and life insurance options
• Mental health benefits, including therapy and coaching through Modern Health, for employees and their dependents
• Paid parental leave for birthing and non-birthing parents
• Sabbatical after 5 years of employment
• Annual learning and development stipend - We reimburse approved professional development expenses, up to $750 per employee per year.

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Additionally, Guideline participates in the E-Verify program in certain locations, as required by law.

If you have a disability or special need that requires accommodation, please don't be shy and contact us at [redacted].

Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

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Expected Salary Range

$132,500-$159,500 USD