Vice President, Client Communications

Ascensus is transforming the client experience across all client touchpoints. Client Communications are critical commercial and reputational components of the client experience, requiring a digital-first and customer-centric focus. The Vice President, Client Communications will rethink and transform client communications, setting strategy, modernizing, scaling and optimizing these critical experiences, improving NPS and reducing call volumes as a result. This leader sits at the intersection of business, product, technology, service, operations, legal/ERISA and marketing communications and represents client needs and preferences across all client communications.

Section 2: Job Functions, Essential Duties and Responsibilities

• Set client communications strategy and execution plan to understand which clients are getting what communications and how to simplify and improve these touchpoints.
• Identify the absolute number of communications, understanding the source and distribution of the communications, as well as who receives the communication.
• Simplify and reduce the number of communications clients receive, ensuring that clients only receive the communications they need.
• Establish best practices and templates for client communications execution – writing, form (email, video, etc.), level of personalization, etc. – based on measurements including engagement, whether a required action is taken, and whether a “no action needed” communication still results in call center calls.
• Set roadmap, deliverables and delivery dates for improving existing communications.
• Partner with business, product, technology, service, operations, legal/ERISA and marketing/marketing technology, always representing client needs and preferences.
• Establish a scaled operating model for client communications execution, including reducing number of email platforms for distributing communications.
• Establish a clear measurement framework to demonstrate (1) progress against execution to improve existing communications and (2) improvement in commercial KPIs – reduction of call volumes related to client communications and improved NPS/client experience measures.
• Represent client communications as part of the Marketing Leadership team.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day-to-day basis showing your support of our organizational culture.

Supervision

• This position will have direct reports.

Section 3: Experience, Skills, Knowledge Requirements

• Proven work experience leading Client Communications transformations where the primary objective of those transformations were commercial metrics (reduced call volumes, improved client experience measures).
• Proven leadership modernizing and scaling client communications through use of multi-media, personalization technology and AI.
• Expert knowledge of modern communications best practices and technologies.
• Strong knowledge of service and operations, as well as digital products/public and secure sites and technology.
• Experience in financial services, specifically tax-advantaged savings and retirement recordkeeping strongly preferred.
• Ability to manage people, drive change, inspire and lead a cross-functional team.
• Ability to influence and educate partners.
• Excellent troubleshooting and creative problem-solving abilities
• Demonstrates bias for action
• Strong written and verbal communication skills

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 Mbps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.

We are proud to be an Equal Opportunity Employer

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