Job Type

Full-time

Description

This is a 100% in-office role based at our Rochester, NY location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.

Position Overview

The Manager Retirement Services Ops provides leadership to the Retirement Services team that supports the day-to-day execution of implementation and ongoing service activities for retirement plan clients. This role provides direction and guidance for a team responsible for plan setup, administration, participant support, and operational processing. The Manager partners closely with internal teams to resolve issues, support client escalations, and ensure a high-quality service experience.

Primary Responsibilities

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead and manage the team providing direction and guidance on client interactions and issue resolution to ensure excellence in delivery and productivity.
• Oversee workloads, assign tasks, and ensure timely and accurate completion of retirement plan setup, processing, and participant support activities.
• Develop and implement key performance metrics for team and individuals while creating a system of accountability to hold team members accountable for metric performance.
• Serve as a first-level escalation point for client and participant issues; support resolution and partner with leadership as needed.
• Manage the onboarding and training for new team members and reinforcing best practices, procedures, and quality standards.
• Partner with cross-functional partners to streamline workflows, troubleshoot issues, and ensure processes and tools are in place to best support clients and the team.
• Drive continuous improvement efforts by identifying recurring issues and recommending solutions.
• Support team communication, feedback loops, and the adoption of new tools, processes, or system enhancements.
• Model strong client service behaviors and help foster a positive, collaborative team culture.

Education and Experience

• Bachelor's degree required
• 2+ years of people leadership experience required (team lead, mentor, senior specialist, or similar).
• Experience with retirement services (401(k), 403(b), qualified plans, etc.) preferred. [BB1] [KS2]
• Familiarity with ERISA, IRS, and DOL requirements is a plus.
• Experience supporting plan implementation and/or plan administration strongly preferred.
• Strong communication, problem-solving, and client service skills required.

• Physical requirements
• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

The base pay range for this position is $92,300 - $131,000/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.

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