Senior Operations Manager

Wipro•Atlanta, GA

About The Position

The Senior Operations Manager strategically oversees and optimizes the full lifecycle of Money In and Money Out processes for retirement plan administration. The role ensures that contributions, employer funding, loan repayments, distributions, withdrawals, rollovers, and related financial transactions are processed accurately, compliantly, and efficiently. As a senior leader, this position directs multiple teams, establishes governance frameworks, partners with cross-functional stakeholders, and drives continuous improvement across retirement operations. The role serves as a subject matter expert in U.S. retirement plan processing, coordinating with Payroll, HR, Finance, Benefits, vendors, and third-party administrators. It also oversees regulatory compliance, operational controls, reconciliations, audit activities, service-level performance, team development, vendor relationships, and process transformation initiatives.

Requirements

8–10 years of experience.
Mandatory skill: L&P Policy Acquisition & Servicing.
Knowledge of U.S. retirement plan processing, including Money In and Money Out transactions.
Ability to ensure compliance with IRS rules, ERISA guidelines, DOL requirements, and plan documents.

Responsibilities

Lead and manage the full lifecycle of retirement plan financial operations, including contributions, employer match, Roth and pre-tax/post-tax adjustments, true-ups, loan repayments, catch-up contributions, distributions, hardship withdrawals, loans, rollovers, required minimum distributions, and corrective transactions.
Establish operational controls, standard operating procedures, and risk-mitigation frameworks for retirement plan transactions.
Improve process efficiency, quality, and scalability to support business growth and regulatory demands.
Ensure compliance with IRS rules, ERISA guidelines, DOL requirements, and plan document provisions.
Oversee internal controls, compliance audits, operational testing, and reconciliation reviews.
Manage audit cycles with internal and external auditors and regulatory agencies, including documentation, issue resolution, and remediation plans.
Monitor regulatory changes and translate them into operational adjustments, documentation updates, and employee training.
Own daily, weekly, and monthly schedules for contribution processing, plan funding, and distribution cycles.
Implement reconciliations between Payroll, vendor systems, and retirement plan records.
Review exception reports, participant-level discrepancies, and contribution errors; ensure timely resolution and prevent recurrence.
Oversee service-level agreement adherence, risk indicators, quality metrics, and performance dashboards.
Lead, mentor, and develop Team Leads, Analysts, and Specialists in Money In and Money Out teams.
Set performance expectations, conduct reviews, and develop team capabilities through structured training plans.
Promote accuracy, compliance, accountability, and service excellence; manage workloads, cross-training, succession planning, and peak-period readiness.
Coordinate with Payroll, Finance, HR, Benefits, and Technology teams to integrate retirement plan operations.
Partner with third-party administrators, recordkeepers, trustees, and payroll system vendors to resolve operational issues and improve process quality.
Serve as the senior escalation point for complex participant issues, operational gaps, and systemic errors.
Provide senior leadership updates on operational risk, trends, volumes, and compliance findings.
Identify and execute process improvements related to automation, error reduction, scalability, and workflow optimization.
Lead or support system enhancements, migrations, and integration projects affecting retirement plan operations.
Use data analytics and root cause analysis to improve transaction accuracy and cycle times.
Develop documentation, training materials, and process maps to support operational excellence.