View All Jobs

---

Manager III, Operations - Retirement Plan Services

TruStage

(Remote / Madison WI)

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.

Job Responsibilities:

• Leadership / Coaching
  • 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.
• Career Development / Performance & Dialogue
  • Set goals and standards of performance for the team which is linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for the successful completion of assignments or tasks.
  • Provides ongoing dialogue to team members about their performance.
  • Coaches and helps establish individual development and career plans.
• Performance Management
  • Completes quality reviews for team members.
  • Ensures staff compliance with company processes.
  • Monitors and evaluates quality and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targets.
  • Analyze periodic performance indicators and communicate regularly to team members.
  • Prepares employee performance appraisals and merit recommendations
• Issue Resolution
  • Investigates and resolves issues as required - whether customer issues, team issues or departmental issues.
• Operations Management / Continuous Improvement
  • Identifies, designs and makes recommendations for process changes to improve customer experience.
  • Maintains an awareness of TruStage Principles.
  • Promotes and maintains a positive, professional image of TruStage.
  • Participates in specials projects as assigned by the manager.
• Communication
  • Informs team of changes, potential changes and other pertinent information affecting the department.
  • Plans, coordinates and conducts meetings to discuss operational procedures and provide ongoing training to the team as needed.
  • Supports the dissemination of TruStage corporate-wide and location-specific communications on-site (i.e., bulletin boards, video monitors, peer recognition, etc.).
• Business Continuous Improvements
  • Identifies and makes recommendations for process changes to improve customer experience.
  • Notifies leadership of any issues that require exceptions to the normal process procedures.
  • Provides assistance to any ancillary departments.
  • Coordinates with vendor and monitors SLA's with metrics/dashboards to ensure that performance targets are met.

Position Specific: Retirement Plan Services

• Oversee plan document processes including:  process controls, QC and governance to ensure documentation complies with IRS, ERISA, and DOL requirements as well as internal service standards.
• Ensure alignment of plan designs to approved standards that reduce complexity and support operational efficiency and client compliance.
• Lead operational model that supports both pre-sale and post-sale phases through plan design consulting, documentation review, and technical guidance.
• Provide guidance and support to internal stakeholders regarding documents, restatements, and amendments.
• Collaborate with internal partners, including Client Services, New Business and Legal/Compliance teams to ensure plan document compliance / operational alignment and streamlined client experience.
• Lead document-related process improvements and projects to ensure firm compliance with new regulations and competitive client experience.

The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.

Job 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, proven teamwork and collaboration.
• Demonstrated analytical and problem-solving skills; ability to apply sound judgment and make effective decisions.
• 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.

Position Specific: Retirement Plan Services

• Must have 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; Relius Documents experience a plus.

How to Apply

Apply Now

---

A Verified Employer
TruStage has trusted BenefitsLink to help reach qualified candidates for this opening.

View All Jobs

---

Manage This Listing (employer only)