• Job Description

  Req#: 3697240

  Company Overview

  PCS Retirement, LLC, a subsidiary of FSG Parent L.P., is one of the nation's largest independent and conflict-free retirement solution providers in the industry. PCS provides recordkeeping services to 19,000 plans and 850,000 eligible participants representing more than $26 billion in assets under administration. PCS' comprehensive retirement solutions platform includes business development tools for financial advisors, a data-driven recordkeeping technology that supports all types of retirement plans [401(k), 403(b), 457, Cash Balance, Defined Benefit, Non-Qualified], individual retirement accounts (including payroll deduction IRAs), and health savings accounts.

  
  

  At PCS Retirement, we cultivate an environment built on trust, where every team member is empowered to take ownership and contribute to our shared vision. Through collaborative teamwork we foster growth, both personally and professionally, ensuring that together we exceed expectations and achieve remarkable success.

  
  

  To learn more, visit https://www.pcsretirement.com/

  
  

  Job Summary

  We are seeking a bold, visionary executive to serve as Head of Service, a cornerstone leadership role with full strategic and operational responsibility for the national client service organization, overseeing both ERISA and non-ERISA service and onboarding functions. The Head of Service is entrusted with shaping the client experience, driving operational excellence, and building a service organization that scales with the company’s growth and innovation.

  
  

  This is a high-impact, high-visibility role that demands a seasoned leader with deep retirement industry expertise, a track record of transformational leadership, and the ability to influence across all levels of the organization. The Head of Service will lead a diverse and distributed team, manage complex client relationships, and serve as a strategic partner in driving enterprise-wide initiatives.

  
  

  Job Responsibilities

  Strategic Leadership & Vision

  • Define and execute the long-term strategy for the client service organization, aligning with company growth, innovation, and retention goals.
  • Contribute to enterprise-wide planning, investment decisions, and strategic direction.
  • Represent the client service function in board-level discussions, cross-functional initiatives, and external engagements.

  Enterprise Oversight

  • Lead all ERISA and non-ERISA service and onboarding operations, ensuring consistency, scalability, and regulatory compliance across all plan types.
  • Own the end-to-end client experience, from initial onboarding through ongoing support and relationship management.
  • Oversee service delivery across multiple business lines, client segments, and operational models.

  Performance & Accountability

  • Establish and monitor KPIs to measure service quality, operational efficiency, and client satisfaction.
  • Drive a culture of accountability, responsiveness, and continuous improvement across all service teams.
  • Implement performance management frameworks that align individual and team goals with organizational outcomes.

  Talent Strategy & Team Development

  • Recruit, develop, and retain top-tier talent across remote and in-office environments.
  • Build a leadership pipeline and mentor emerging leaders to support long-term organizational health.
  • Foster a culture of engagement, ownership, and professional growth across all levels of the service organization.

  Technology & Process Innovation

  • Identify and implement technology solutions to enhance service delivery, automate workflows, and improve client outcomes.
  • Evaluate and integrate offshore resources to expand capacity, reduce costs, and maintain service quality.
  • Lead digital transformation initiatives that modernize service operations and improve scalability.

  Client Advocacy & Relationship Management

  • Act as the senior escalation point for complex client issues and strategic relationships.
  • Champion a client-first mindset across all service functions, ensuring every interaction reflects the company’s commitment to excellence.
  • Develop and maintain executive-level relationships with key clients, partners, and stakeholders.

  Cross-Functional Collaboration

  • Partner with Sales, Product, Operations, Compliance, and other departments to ensure seamless client experiences and unified execution of strategic initiatives.
  • Align service delivery with product roadmaps, sales strategies, and operational capabilities.
  • Lead cross-functional task forces to address systemic challenges and drive enterprise-wide improvements.

  Operational Excellence & Risk Management

  • Lead service operations with a focus on scalability, consistency, and compliance.
  • Ensure processes are optimized for speed, accuracy, and adaptability across all plan types.
  • Collaborate with Compliance and Legal to proactively manage risk and uphold fiduciary responsibilities.

  Financial Stewardship

  • Develop and manage service department budgets, forecasts, and resource allocations.
  • Identify cost-saving opportunities through process optimization, technology adoption, and global resourcing.
  • Ensure financial discipline while maintaining high service standards and client satisfaction.

• About the company

  PCS Retirement is one of the nation's largest independent and conflict-free retirement solution providers. PCS acquired Aspire in 2019 and together they provide recordkeeping services to 19,000 plans and 850,000 eligible participants representing more than $26 billion in assets under administration. PCS' comprehensive retirement solutions platform includes business development tools for financial advisors and a data-driven recordkeeping technology that supports all types of retirement plans [401(k), 403(b), 457, IRA including Payroll Deduction, Cash Balance, Defined Benefit, Non-Qualified], individual retirement accounts, and health savings accounts.

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