Head of Operations, New York

• We’re looking for a driven operations leader to manage our customer success team and the overall operations of our New York office
• $80,000 - $90,000 and generous benefits package
• Target start date: June 2024
• Employment type: Full time 
• Location: Financial District, New York City
• In office work requirement: 4 days per week in office; 1 day remote 

Overview of PensionBee

PensionBee is a leading online pension provider, making retirement saving straightforward and accessible for as many people as possible. 

PensionBee helps its customers to consolidate old retirement savings accounts, enabling them to easily rollover existing 401k(s) into a new Individual Retirement Account (IRA). PensionBee’s IRA is accessible from our website or mobile app. Customers will receive visibility of their retirement savings and access to our customized retirement planning tools, enabling them to grow their savings and ultimately prepare for retirement confidently.  

Operating in the United Kingdom since 2014, PensionBee administers over $6 billion on behalf of 240,000 customers. PensionBee will now extend its award-winning marketing and technology approach to the United States, seeking to rapidly grow its customer base from its operational headquarters in New York City.    

Requirements

The Head of Operations Role

As Head of Operations you will be responsible for: 

• Provider / recordkeeper journeys, with a key focus on optimizing our conversion rates through the operational journey.
• Customer service and success, including the hiring and management of Customer Success Managers (BeeKeepers) and Pension Transfer Managers (Nectar Collectors), with a key focus on Trustpilot ratings and customer response times (phone / email / live chat). Initially, you will manage a team of 6 individuals, but the scope of this role will grow over time.
• Customer operational requirements and journeys, including Know Your Customer requirements (Customer Identification Program), complaints, customer banking, death benefit processing, etc. with a key focus on efficiency and successful transaction completion.  
• Tools and resources, including ensuring the operational teams have the tools and resources to serve the customers and the company, with a key focus on ensuring our teams can communicate with customers and other counterparties. 
• Working with technology and product development to represent and guide the operational needs of the business to achieve the goals above.

The role will necessarily be broad and expansive, providing ample opportunity for personal growth and development.

Candidate Requirements 

The successful candidate will have an appropriate combination of the following:

• 3+ years of operational experience in a financial services business, ideally with some background in 401(k)s and/or IRAs.
• Experience in managing a team, including providing oversight and developmental feedback.
• Experience across a broad range of customer related operational activities, from customer service to process optimisation. 
• Excellent leadership skills, with the ability to inspire and manage teams, fostering collaboration and delivering exceptional results.
• Outstanding communication and presentation skills with the ability to convey complex ideas clearly and concisely.
• Strong project management skills, including the ability to manage multiple initiatives and meet deadlines in a fast-paced environment.

Benefits

Compensation and Benefits

• $80,000 - $90,000 base salary 
• Bonus participation, including equity, is available to all employees
• 33 days of paid time off, including relevant Federal Holidays
• Separate paid sick leave policy 
• 401(k) access with 3% match and immediate vesting
• 100% paid health, dental, vision, and life insurance for employee, as well as long-term disability
• Access to a number of other wellness perks and policies

Our culture 

We actively seek individuals who thrive in our culture. 

Our team is inspired by our vision to live in a world where everyone can enjoy a happy retirement. 

We relentlessly pursue our mission to help as many people as possible feel confident in their retirement plans. 

We pride ourselves on our culture and live by our values: 

• Love: Treat everyone with care, empathy and respect.

• Innovation: Embrace change and seek improvement.

• Simplicity: Be straight-forward and efficient.

• Honesty: Be transparent and act with integrity.

• Quality: Commit to accuracy and reliability.

PensionBee values diversity and actively strives to create an inclusive workplace, seeking to build a team that reflects our customer base and the broader society. 

How to apply

If you wish to apply for this role, please provide the following by 19 May: 

• Resume
• Cover letter (essential)

Due to the large volume of applications we receive, we may not be able to get back to all candidates. 

Additional information

As a financial institution, PensionBee will conduct appropriate background checks on the successful candidate prior to the start date.

At PensionBee, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.