Senior Manager of Client Transition Operations, Guideline
$132.5-159.5k
+ Incentive Stock Options
More information about location
Retirement plans for small business
Job no longer available
Retirement plans for small business
201-500 employees
Job no longer available
$132.5-159.5k
+ Incentive Stock Options
More information about location
201-500 employees
Company mission
To help everyone arrive at a secure retirement.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Our take
When businesses offer a 401(K) plan, a message is sent to employees and potential employees that their future is valued by their employer. However, small businesses are often left behind, being charged extortionate fees or ignored by 401(K) providers altogether, leaving many American families with no retirement savings and the potential of retiring into poverty.
Guideline spotted this oversight as an opportunity to jump in and offer small businesses an affordable 401(K). It generates income by charging each business a flat monthly fee per participant.
The company now manages retirement plans for hundreds of thousands of people in over 40,000 companies and has accumulated over $8 billion in assets under management. Benefits providers Intuit, Gusto, and Square all use Guideline as their 401(K) partner.
Freddie
Company Specialist
Insights
Company
Employee endorsements
Nice people
"The people at Guideline are really nice, friendly, and helpful. We get to know other members a little better outside of work, and there is an effort..."
Funding (last 2 of 6 rounds)
Jun 2021
$200m
SERIES E
Jul 2020
$80m
SERIES D
Total funding: $339m
Company benefits
- Comprehensive medical, dental and vision plans—100% for employees, 70% for dependents
- Generous 401(k) match
- Paid time off + unlimited vacation days
- Paid parental leave
- Mental health coaching and therapy
- Learning and development stipend
- Cash referral bonus
- Commuter benefits
Company HQ
South San Mateo, San Mateo, CA
Articles
Leadership
Kevin Busque
(CEO)Majored in Computer Information Science at Fitchburg State University. Started out as an Advisory Unix Systems Administrator at IBM and then founded LinkedUp.net, an Open Source consulting company, in 1996. Acted as Chief Information Security Officer at the Institute for Health Metrics and was Director of IT at Humedica. Co-founded TaskRabbit in 2008, acting as its VP of Technology until 2015.
Mike Nelson
(CTO)Majored in Mechanical Engineering at the University of Southern Maine. Was Mobile Developer and CTO at TechStars-backed Accelgolf from 2007 to 2010. Joined SkillSlate as Rails Engineer and CTO, before being hired by TaskRabbit as Staff Engineer in 2012.
Jeremy Caballero
(CPO)Started out as a Junior Programmer at Mail Boxes Etc. Worked as a Photographer and Videographer from 2007 to 2011, and then as a Freelance Digital Designer. Was Lead Designer at lifestyle adventure brand Targa Trophy before joining TargetSafety's UX team. Was made Lead Product Designer at TaskRabbit in 2012.
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