Manager 401(k) Plan Support

ADP•Salem, NH

12d•Hybrid

About The Position

ADP is hiring a Manager 401(k) Plan Support to help lead delivery of TotalSource Health and Wealth programs. These programs include health and insurance offerings as well as the Multiple Employer Plan (MEP)/401(k) Retirement Plan. The role drives the design and delivery of services in alignment with quality and service standards and applicable laws, while managing complex relationships with external insurance, brokerage, consulting, recordkeeping, audit, legal, and investment vendors. The manager works with governing plan committees and TotalSource leadership on strategy, service enhancements, and fiduciary oversight. The offerings support more than 500,000 worksite employees, with health premiums exceeding $3.5 billion and more than $4.5 billion in 401(k)/MEP assets. The role manages team operations and service performance, improves processes and controls, develops talent, oversees budgets and staffing, and supports compliance and risk management. It also contributes to business strategy and advancement and manages vendor relationships to improve plan operations and service delivery.

Requirements

3–5 years of directly related experience.
Experience demonstrating teamwork, adaptability, organization, and follow-through; military experience with these skills is also identified as acceptable experience.
Strong Excel skills are listed as a preferred qualification.

Nice To Haves

Bachelor’s degree preferred but not required.
401(k) Administrator (QKA) certification highly preferred.
Desire to learn, grow, work alongside team members, troubleshoot, and problem-solve.

Responsibilities

Manage associates responsible for meeting internal and external service and operational standards; monitor cases, SLAs, and client satisfaction.
Use call monitoring, tNPS, NPS, and other channels to identify coaching and performance opportunities; serve as an escalation point when additional support or oversight is needed.
Analyze operational workflows and develop standards, policies, and procedures; maintain operational controls and relationships with offshored resources as applicable.
Drive continuous process development and improvement to achieve measurable results, scalability, and consistency; ensure staff training supports standardized processes and service standards.
Lead and inspire employees, including offshored and contingent associates, to deliver high-quality client service for health and wealth activities.
Promote associate engagement, retention, career development, performance coaching, and technical expertise; handle departmental personnel duties, including recommendations for salary increases and promotions.
Develop staffing models and hiring profiles and support new-hire training and assimilation programs.
Set and ensure adherence to financial components, including overtime, contingent workforce resources, and business expenditures.
Develop and apply controls, communications, reporting, and checks and balances to mitigate risk and reduce financial exposure and liability.
Ensure compliance with applicable benefit laws, including Section 125, ERISA, FSA, COBRA, HIPAA, FMLA, and USERRA; manage activities associated with annual filings such as Form 5500.
Partner with business development, sales, and strategy to identify service and product offerings, pricing, and definitions.
Participate in enhancement projects to improve customer service and retention.
Manage plan operations and services and lead vendor relationships as appropriate, working with vendors on opportunities to improve performance.