Manager, Retirement Services Operations

Reliance Standard•Philadelphia, PA

52d•$78,290 - $104,520•Hybrid

About The Position

This role has day to day responsibility for overseeing the handling of all incoming service requests from our contract holders. These requests include all annuity transaction types that can occur after contract issue, including but not limited to, surrenders, death claims, systematic withdrawals, electronic deposit changes, annuitizations, transfers, and index strategy reallocations. The incumbent will serve as mentor to disbursement analysts and quality controller for all inbound service requests, and will work closely with leadership to identify areas of opportunity for improvement, including training needs, process enhancements, technology needs and performance management risks. Operational Effectiveness: Supervise the daily operations of a team of Annuity Analysts within the administration department, providing assistance in processing complex disbursement transactions. Drive the analysis of daily transaction volume and reassign work to team members as needed in order to meet service level agreements for each type. Act as a mentor to all existing and newly hired analysts after release from the new hire training program. This includes but is not limited to providing detailed summary reports to the manager regarding performance. Perform a daily review of the previous day's task completion report and prepare weekly status report for the division. Review workflows to identify opportunities for improvement and implement changes when identified. Support the development and execution of department strategy and vision. Own the creation and maintenance of client correspondence confirming transaction completeness and accuracy. Research and respond to state inquiries and complaints includes cross collaboration with Compliance, Legal and Sales & Marketing departments. Quality Assurance: Assist in creating and maintaining a quality assurance program to be used in the review of transaction processing. Intervene on complex issues and serve as the escalation resource for calls that may be escalated from the Customer Care Unit. Assist with training, development, and implementation of the In-Force Administration department, including maintenance and updates to all Standard Operating Procedures. Leadership: Accountable for performance of team; engages team members in talent management and development opportunities, and builds a positive and respectful work environment. Oversees the implementation and measurement of "best practices" to continually enhance the team's efficiency and effectiveness. Models and drives company values in the departments. Promotes collaboration within the teams as well as all internal and external customers.

Requirements

Associates degree in related field, Bachelors preferred.
5 years retirement or financial services experience required, prior supervisory or management experience is preferred.
Superior multi-tasking, project management and time-management skills are required.
Proficiency in all MS Office applications is required.
Superior verbal and written communication skills.
Strong influencing and mentoring skills are required.
Experience with a customer relationship management system preferred.
Ability to work all assigned work schedules/work hours that Management deems necessary. This means the ability to work the entire spectrum of the Customer Service Department's work schedules/work hours in effect at any time - including but not limited to covering both scheduled and unscheduled staff absences through the year.

Nice To Haves

Bachelors preferred.
prior supervisory or management experience is preferred.
Experience with a customer relationship management system preferred.

Responsibilities

Overseeing the handling of all incoming service requests from our contract holders
Serve as mentor to disbursement analysts and quality controller for all inbound service requests
Identify areas of opportunity for improvement, including training needs, process enhancements, technology needs and performance management risks
Supervise the daily operations of a team of Annuity Analysts within the administration department, providing assistance in processing complex disbursement transactions.
Drive the analysis of daily transaction volume and reassign work to team members as needed in order to meet service level agreements for each type.
Act as a mentor to all existing and newly hired analysts after release from the new hire training program.
Perform a daily review of the previous day's task completion report and prepare weekly status report for the division.
Review workflows to identify opportunities for improvement and implement changes when identified.
Support the development and execution of department strategy and vision.
Own the creation and maintenance of client correspondence confirming transaction completeness and accuracy.
Research and respond to state inquiries and complaints includes cross collaboration with Compliance, Legal and Sales & Marketing departments.
Assist in creating and maintaining a quality assurance program to be used in the review of transaction processing.
Intervene on complex issues and serve as the escalation resource for calls that may be escalated from the Customer Care Unit.
Assist with training, development, and implementation of the In-Force Administration department, including maintenance and updates to all Standard Operating Procedures.
Accountable for performance of team; engages team members in talent management and development opportunities, and builds a positive and respectful work environment.
Oversees the implementation and measurement of "best practices" to continually enhance the team's efficiency and effectiveness.
Models and drives company values in the departments.
Promotes collaboration within the teams as well as all internal and external customers.

Benefits

An annual performance bonus for all team members
Generous 401(k) company match that is immediately vested
A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
Multiple options for dental and vision coverage
Company provided Life & Disability Insurance to ensure financial protection when you need it most
Family friendly benefits including Paid Parental Leave & Adoption Assistance
Hybrid work arrangements for eligible roles
Tuition Reimbursement and Continuing Professional Education
Paid Time Off - new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
Volunteer days, community partnerships, and Employee Assistance Program
Ability to connect with colleagues around the country through our Employee Resource Group program