Director, Conversion/Implementation

Your opportunity

Director, Director, Conversion/Implementation

Position Summary:

We are seeking a strategic and operationally focused visionary to lead our Implementation team within Retirement Plan Services with proven experience in the retirement plan industry.  The Director – Conversion/Implementation will lead a team of Managers and Senior Specialists who oversee plan conversions, changes to existing plan designs, asset transfers, data loading, and quality assurance, ensuring a seamless experience for our partners. The Director is responsible for executing new business onboarding and plan design changes, while ensuring operational efficiency, client satisfaction, and compliance with regulations. The position supports scalable service delivery, standardized processes, and risk management. The selected candidate will be expected to support team development and promote a culture of continuous improvement in alignment with Schwab’s directive of “Through Clients Eyes,” while driving operational excellence, client satisfaction, and compliance with regulatory standards.

Objectives & Outcomes for the Role:

• Drive measurable improvements in conversion quality and operational productivity by implementing data-driven process enhancements, cross-functional collaboration, and continuous performance monitoring.
• Foster a high-performance culture across the team by modeling strategic leadership, empowering team leads and driving alignment with enterprise goals.
• Define and implement standardized processes to ensure consistency and predictability across teams.
• Enhance operational efficiency to improve client experience, growth, and retention.
• Prepare for increased volumes through cross-training and resource alignment.

Key Responsibilities:

• Identify and improve upon core processes, behaviors, or skills critical to team success.
• Analyze onboarding and plan implementation processes to identify and resolve potential issues early, ensuring a smooth client experience.
• Drive resolution of complex, multi-dimensional challenges by applying strategic thinking, influencing stakeholders, and leveraging cross-functional collaboration.
• Demonstrate adaptability and sound judgment in ambiguous environments to deliver innovative solutions.
• Ensure risk considerations are embedded in our processes and decision-making.
• Assist with Business Planning in collaboration with the leadership team, to drive organizational vision and strategy.
• Assist with translating strategy into actionable steps for growth, implementing organization-wide goal setting and performance management.
• Play a key role in management and talent development to foster a culture that supports our mission and value.
• Model and exhibit enterprise-wide thinking by collaborating with cross-functional teams and senior leaders to support the evolving RPS business and retail integration efforts.
• Facilitate and help plan meetings (regular leadership team meetings, offsites, all-hands meetings, etc.), including curating agenda topics.
• Develop and collate content for various internal presentations and discussions.
• Field questions and concerns from RPS leadership and broader WS population.
• Project/program management as assigned.

What you have

• 10+ years Financial Services industry experience including leadership roles, Implementation, or project management experience a plus.
• 5+ years of experience managing and leading diverse high functioning teams with increasing scope and complexity of responsibility. (Experience leading leaders preferred).
• Retirement Plan Implementation experience or robust knowledge of the industry.
• Experience in risk mitigation and quality assurance frameworks.
• Strong planning and organizational skills; ability to manage multiple tracks of work that vary in scope and complexity simultaneously.
• Strong organizational, interpersonal and communication skills (verbal and written) with the ability to collaborate with all levels of staff including senior management.
• Demonstrated ability to influence and drive decisions across all levels of the organization.
• Ability to convey complex information clearly and persuasively; adept at engaging with senior leadership and key stakeholders, instilling confidence through thoughtful insights, active listening, and sound judgment.
• Ability to inspire, motivate, and drive groups towards achieving ambitious goals.
• Collaborative and relational work style with proven success in a team environment.
• Positive attitude, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics.