Manager III, Operations - Retirement Plan Services (Hybrid, Madison)

TruStage • WI

81d • $102,200 - $153,300

About The Position

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future. Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition. This position, under the general direction of the Customer Operations Leadership Team, provides direct and indirect support and leadership for their respective Customer Operations Teams, working to ensure the timely and effective application of TruStage processes and policies. The Manager III, Operations is responsible for maintaining above-standard expectations for our clients and their experience with the TruStage Retirement Solutions products, and other operational products across the Operations/Claims organization. This role will have leadership responsibility for performance metrics and process improvement in their respective areas. In addition, the Manager III, Operations has the authority to hire, recommend termination, coach, develop and evaluate direct reports.

Requirements

• Bachelor’s degree in Business or equivalent work experience.
• 8+ years of experience in customer service, administration or operations, preferably in the retirement/financial services and/or insurance industry.
• 4-6 years prior experience, directly and indirectly, leading medium-sized teams.
• Strong interpersonal and demonstrated team-building and coaching skills.
• Demonstrated analytical and problem-solving skills.
• Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities.
• Prior experience with project management methodology is strongly preferred.
• Strong ability to communicate at all levels with clarity and precision, both written and verbal.
• Ability to adapt in a changing work environment.
• Advanced technical/computer skills, including MS Word, Excel, PowerPoint, SharePoint, etc.
• Proven experience working with project/development teams in an Agile/SCRUM framework.

Nice To Haves

• Experience working with Retirement Plan Documents including: Adoption agreements, plan amendments, resolutions, loan policies, summary plan descriptions (SPD), and summaries of material modifications (SMM).
• Relius Document experience preferred.
• Knowledge of QDROs and IRS/DOL correction programs.
• Understanding of DC/DB plan terminations, mergers, conversions and asset transfers.
• Familiarity of Notice and Disclosure rules and distribution process to Employers and participants.
• Experience with legal document preparation and accuracy for new plan installation and takeover plans.
• Experience managing plan updates and restatements tied to regulatory timelines and legal changes.
• Strong knowledge of IRS, ERISA, and DOL rules and regulations applicable to 401(k), 401(a), 403(b), 457(b), and church plans.
• Experience managing plan documents using vendor-based, web-enabled document systems.

Responsibilities

• Provides day-to-day leadership and supervision to team members.
• Assists in coaching team to be able to identify inquiries which are beyond the scope of authority and take appropriate actions.
• Inspires team to focus on adherence to TruStage policies and processes.
• Fosters a positive work environment.
• Develops and maintains productive working relationship with all team members.
• Sets goals and standards of performance for the team linked to business goals.
• Provides ongoing dialogue to team members about their performance.
• Completes quality reviews for team members.
• Ensures staff compliance with company processes.
• Monitors and evaluates quality and metrics reports for each team member.
• Investigates and resolves issues as required - whether customer issues, team issues or departmental issues.
• Identifies, designs and makes recommendations for process changes to improve customer experience.
• Informs team of changes, potential changes and other pertinent information affecting the department.
• Coordinates with vendor and monitors SLA's with metrics/dashboards to ensure that performance targets are met.

Benefits

• Medical, dental, vision insurance.
• Employee assistance program.
• Life insurance.
• Disability plans.
• Parental leave.
• Paid time off.
• 401k.
• Tuition reimbursement.
• Annual incentive (bonus) plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree