3(16) Service Manager

DEFINITI LLC • Erie, PA

22h • Remote

About The Position

The Manager of 3(16) Fiduciary Services is a leadership role responsible for overseeing the administration and fiduciary governance of retirement plan service in compliance with ERISA Section 3(16). This individual leads, trains and mentors a high performing team, providing day-to-day direction, support, and oversight to ensure alignment with departmental goals. This role is accountable for driving service excellence, delivering high-quality client experience, and ensuring consistent adherence to regulatory requirements through established standard operating procedures (SOPs) and service level agreements (SLAs), while supporting the overall effectiveness and continued growth of the 3(16) Center of Excellence.

Requirements

• In-depth knowledge of ERISA regulations, retirement plan administration, and fiduciary responsibilities with the ability to apply requirements in a service delivery environment
• Proficiency in retirement plan management systems and reporting tools
• Strong communication and relationship-building skills, including effective remote collaboration with clients and internal stakeholders
• Demonstrated sound judgment when making decisions and operate with discretion and integrity
• Demonstrated ability to manage and resolve escalated issues, balancing client experience, compliance requirements, and operational constraints
• Strong analytical and problem-solving skills, with the ability to identify trends, gaps, and opportunities for process and service improvements and provide insights to leadership
• High school diploma or GED required
• 5+ years of experience in client service, customer success, account management, or a related client-facing function
• 2+ years of people leadership experience, including direct management of individuals in compliance/administration or client-facing roles and responsibility for coaching, performance management, and development planning
• Demonstrated success leading teams responsible for client retention, portfolio health, service delivery, and escalation management
• Experience establishing performance expectations, using metrics and reporting to drive accountability, and implementing process improvements that support scale and consistency
• In depth knowledge of the retirement plan industry
• Ability to build rapport with others remotely while working productively with limited in-person interaction
• Have access to a reliable and consistently strong, high-speed internet connection suitable for remote work.
• Designate a quiet, and well-lit space free of as many distractions as possible
• Be online and available to work during designated business hours in local time zone
• Accustomed to using Microsoft Teams (or similar virtual-meeting applications) to meet with colleagues regularly on video and use the chat feature for quick communications.
• Familiarity with Microsoft Teams is a plus
• Accustomed with file-storage and file-sharing tools such as Microsoft SharePoint

Nice To Haves

• 3(16) experience preferred
• ASPPA/NIPA designations preferred or willingness to obtain within 1 year of hire
• We utilize many Microsoft Teams features (such as Channels and file storage) for announcements, relevant conversations, and file sharing.

Responsibilities

• Lead and mentor a team of professionals to ensure high performance, engagement, and daily operational execution aligned with SOPs and SLAs
• Provide day-to-day oversight, guidance, and support to the team to ensure timely, accurate, and high-quality service execution
• Manage the delivery of 3(16) fiduciary services, ensuring all client and plan-related activities are completed in accordance with defined processes, service expectations, and regulatory requirements
• Serve as the first point of escalation for client and operational inquiries, partnering with team members to resolve issues effectively and maintain a high-quality client experience
• Ensure timely and accurate processing of key functions such as eligibility review, contribution monitoring, distribution approvals, and plan amendments
• Oversee key operational deliverables, including government filings (e.g., Form 5500) ensuring deadlines and quality standards are consistently met
• Conduct regular team meetings, workflow reviews, and performance discussions to reinforce accountability to service standards and foster a collaborative work environment
• Ensure adequate training and development opportunities for team members to maintain compliance expertise
• Partner with internal teams to coordinate service delivery and resolve complex issues
• Conduct regular client reviews to assess service satisfaction and identify opportunities for improvement
• Stay abreast of regulatory changes affecting 3(16) fiduciary services and ensure timely integration into team processes and service delivery
• Monitor and manage risks associated with plan operations, ensuring compliance with all applicable laws and regulations
• Act as a liaison with legal and compliance teams to address fiduciary and operational matters.
• Develop and deliver regular reporting on service delivery performance, team metrics, SLAs, and operational risk indicators to leadership

Benefits

• A virtual-first work philosophy for most jobs
• 401(k) with up to 4% match
• Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue.
• 12 paid holidays, 2 paid floating holidays, and your birthday is a holiday
• Paid Parental Leave
• A variety of medical, dental and vision plan options including Definiti subsidized premiums
• Company-paid life insurance and short-term disability insurance
• Bonus plan eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED