Team Lead, SFRP Back Office – India

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.

Section 1: Position Summary

The Team Lead is responsible for managing, optimizing, and overseeing offshore operational workflows and administration processes related to SFRP plan servicing. The role ensures efficiency, compliance, and excellence in service delivery by leveraging Kofax workflow automation and ASTRO administration tools. The Process Lead acts as a subject matter expert, guiding a team of analysts, driving standardization, leading process improvement, and supporting escalations across cross-border operations

Section 2: Job Functions, Essential Duties and Responsibilities

• Lead and oversee daily offshore transaction workflows and administrative processes for SFRP plans using Kofax and ASTRO, ensuring operational effectiveness and compliance with all SLAs and regulatory requirements.
• Supervise, train, and mentor a team of financial analysts and operations staff, promoting a culture of continuous improvement and operational excellence.
• Develop, implement, and continually enhance process documentation, SOPs, and control frameworks to ensure error-free administration and robust compliance.
• Act as principal escalation point for workflow exceptions, risk events, and system/process bottlenecks, coordinate with technology, compliance, and business partners for rapid resolution.
• Identify automation opportunities, optimize Kofax workflows, and recommend enhancements to ASTRO environment for increased efficiency and data integrity.
• Analyze operational and performance data, create actionable dashboards, and communicate key metrics, risks, and insights to senior management.
• Lead process improvement projects, manage change initiatives, and ensure smooth communication between offshore and onshore teams.
• Support audits, control certifications, and compliance reviews as the process and tools expert for offshore operations.
• 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.
• At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always®. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day.

Supervision

• Lead and coach a team in their delivery of the day-to-day operational requirements and process adherence.
• Provide coaching and development support in reinforcement of building a high performing team and excellence internal and external client service
• Champion the continuous dialogue process that supports performance, development, career pathing and accountability

Section 3: Experience, Skills, Knowledge Requirements

Experience Requirements

• Total Experience: 8-10 years in operations within BFSI, Government Savings, or similar regulated environments.
• Leadership Experience: Minimum 4 years managing teams and operational delivery.
• Proven track record in SLA management, process improvement, and stakeholder engagement.
• Experience in handling audits and compliance reviews.

Leadership & People Management

• Ability to lead and motivate teams (10-30 FTEs).
• Strong delegation, coaching, and performance management skills.
• Conflict resolution and team development.

Operational Excellence

• Expertise in process design, SOP creation, and workflow optimization.
• Strong understanding of SLAs, KPIs, and operational metrics.
• Ability to implement Lean/Six Sigma principles for continuous improvement.

Stakeholder Management

• Excellent communication and negotiation skills.
• Ability to manage internal leadership and external partners effectively.
• Skilled in handling escalations and driving resolution.

Data & Reporting

• Proficiency in Excel, MIS reporting, and dashboard creation.
• Ability to analyze operational data and derive actionable insights.

Compliance & Risk

• Knowledge of regulatory requirements, audit readiness, and risk controls.
• Familiarity with KYC/AML guidelines and internal governance frameworks.

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

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.