Director, Service Delivery

Job Family

Operations - General

About Us

At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.

Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.

Who We Are

We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life .

Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them.

We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.

What We Do

Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate , which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs.

Transamerica employs nearly 7 ,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide. * For more information, visit transamerica.com .

Job Description Summary
Responsible for leading service delivery operations within Retirement Operations, ensuring the highest standards of service delivery for new business onboarding and client transition activities. Oversees multifunctional operations teams and service providers, with accountability for offshore vendor governance, conversion execution, quality, reporting outcomes, operational excellence, and customer-centric initiatives. Collaborates with senior leadership to drive strategic priorities, continuous improvement, risk management, and service delivery excellence.

Job Description

Responsibilities

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Develop and execute operational strategies supporting new business onboarding, client transition services, and service delivery objectives.

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Oversee day-to-day operations to ensure smooth functioning and timely delivery of services.

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Provide governance and oversight of offshore and third-party service providers, ensuring performance, quality, and service level expectations are achieved.

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Lead and oversee Large Market and Mid Market conversion activities, ensuring successful implementation and transition outcomes.

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Accountable for quality, repo rting, training, an d operational outcomes supporting all new business operations.

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Manage operational budgets and resources, ensuring optimal allocation of funds.

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Lead, mentor, and develop high-performing operational teams.

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Identify and implement opportunities for improvement throughout Operations and provide recommendations to executive leadership.

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Collaborate with cross-functional teams and stakeholders to improve performance, manage operational risks, and ensure a high level of customer satisfaction.

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Serve as an escalation point for complex operational, client, vendor, and conversion-related issues.

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Prepare and deliver ongoing management reports and operational insights to leadership and key stakeholders.

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Promote teamwork, accountability, risk management, and continuous improvement throughout the Operations function.

Qualifications

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Bachelor's degree in business or equivalent experience

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Ten years of retirement plan experience

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Business operations leadership experience

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Experience supervising employees

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Experience working with external clients in sales, sales support, relationship management, or post‑sale support

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Strong communication, interpersonal, and presentation skills

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Analytical, problem‑solving, and decision‑making skills

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Ability to manage multiple responsibilities under pressure

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Ability to understand and communicate complex or technical concepts

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Proficient with MS Word and Excel

Working Conditions

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Hybrid (In Office: Tuesdays, Wednesdays, Thursdays)

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Occasional Travel

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Travel to support client meetings, internal collaboration, and service initiatives

The Salary for this position generally ranges between $116,000 - $130,000 annually.  Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including  qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.

Disclaimer

Beware of fake job offers!

We’ve been alerted to scammers impersonating Transamerica recruiters, particularly for remote positions. Please note:

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We will  never  request personal information such as ID or payment for equipment upfront.

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Official offers are sent via  DocuSign  following a verbal offer—not through text or email.

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

What We Offer

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

Compensation Benefits

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Competitive Pay

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Bonus for Eligible Employees

Benefits Package

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Pension Plan

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401k Match

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Employee Stock Purchase Plan

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Tuition Reimbursement

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Disability Insurance

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Medical Insurance

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Dental Insurance

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Vision Insurance

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Employee Discounts

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Career Training & Development Opportunities

Health and Work/Life Balance Benefits

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Paid Time Off starting at 160 hours annually for employees in their first year of service.

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Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).

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Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars

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Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.

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Adoption Assistance

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Employee Assistance Program

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Back-Up Care Program

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PTO for Volunteer Hours

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Employee Matching Gifts Program

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Employee Resource Groups

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Inclusion and Diversity Programs

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Employee Recognition Program

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Referral Bonus Programs

Inclusion & Diversity

We believe our commitment to d